Technical Support Services

At JMP Technical Support, our mission is to “help our customers make the best use of our software products through effective and responsive support, active advocacy, and a broad and flexible range of self-help resources.” In support of this mission, the following services set the expectations for your relationship with JMP Technical Support.

General Support Services

Support Services for Current and Prior Releases of Software

Software Maintenance and Bug Fixes

Problem and Product Change Notifications

General Support Services

  • Telephone support
  • Access to support resources on our JMP Support web site
  • E-mail support
Some of the ways in which we can help you successfully use our software are:
  • Suggest the appropriate JMP platform, JSL feature, or products for the particular type of analysis or functionality that is requested.
  • Answer questions about specific details of platforms, such as discussing available features, options, and limitations.
  • Provide references for formulas and statistical techniques that our algorithms use, where possible.
  • Provide limited guidance and references to help you interpret the output that is produced by statistical procedures.
  • Isolate, document, and find circumventions for reported software defects.
  • Work with JMP software development staff to provide safe updates for our software, as we deem appropriate.
  • Provide limited and general statistical advice on a case-by-case basis; however, it is your responsibility to determine which type of statistical analysis is appropriate for your needs.
  • Address concerns with printed or online documentation by providing additional examples, if necessary, or explanation for concepts that require clarification.
  • Provide guidance during JMP software installation.
  • Provide limited assistance with programming logic.
  • Provide a broad overview of hardware tuning, operating system modifications, JMP performance enhancements, and methods of efficient programming for achieving optimal performance; however, we do not provide benchmarking for specific hardware or operating systems.
  • Provide support for the interaction between JMP and any third-party software that ships with JMP.
  • For other third-party applications, we are glad to convey any knowledge that we have, but we cannot provide comprehensive support for another vendor’s software.
  • Due to limited resources and knowledge of any particular customer’s data analysis situation, we cannot provide customized consulting services. Nor can we provide customized JMP code, for example, contrasts, custom tests, or JSL. You can visit the JMP Mentoring website to learn more about the consulting services that are offered by JMP. Your Account Representative can also assist you in engaging the appropriate professional services.

Support Services for Current and Prior Releases of Software

JMP provides three levels of support for generally available JMP software applications running on supported operating systems. These levels of support are described in the following table:

Support Levels for JMP® and JMP® Pro Software
Support LevelSupportActivity by Technical Support StaffSupport for Executable Modules and Maintenance Updates
APhone*
E-mail
Web Interface
Investigates all reported problems; Provides circumventions, where possibleProvided for selected critical problems
BPhone*
E-mail
Web Interface
Investigates all reported problems; Provides circumventions, where possibleMight be provided for selected critical problems. Provides fixes where already available.
CPhone*
E-mail
Web Interface

Identifies and provides self-help resources and/or previously-documented, known circumventions.**

(In addition, your SAS account representative can identify options for you to migrate to a SAS product or release at a higher support level, if desirable.)

Provides fixes where already available

*Phone support available for annually licensed JMP® and JMP® Pro Software. Support for single user licensed JMP® Software is primarily through e-mail and web interface. Phone support may be offered at the discretion of JMP Technical Support.

**Note: After-hours support for Level C-supported software is limited to searching the Technical Support database for known, readily-identifiable potential circumventions to previously-encountered similar problems.

The support levels for annually licensed JMP and JMP Pro software releases are indicated in the following table:

Support Levels for Annually Licensed JMP® and JMP® Pro Software Releases
 Level ALevel BLevel CNotes
13.xX  Generally available September 2016. For information, see the JMP® 13 Software web page.
12.x X 

Generally available March 2015. For information, see the JMP® Software Updates web page.

Reduction to Level B support occurred in September 2016.

11.x and earlier  XReduction to Level C support for JMP 11.x occurred in September 2016. All previous releases in Level C support.
Non-GA* products developed on obsolete platforms  X 

*Generally available

The support levels for single user licensed JMP software releases are indicated in the following table:

Support Levels for Single User Licensed JMP® Software Releases
JMP® Software ReleaseLevel ALevel BLevel CNotes
13.xX  Generally available September 2016. For information, see the JMP® 13 Software web page.
12.x X 

Generally available March 2015. For information, see the JMP® Software Updates web page.

Reduction to Level B support occurred in September 2016.

Earlier than 12.x*   Support services are expired.

*Due to various operating system updates, activation is only guaranteed for the current (13.x) and prior (12.x) release installed on supported operating systems.

JMP Student Edition installation support is provided by the publisher of the textbook.

Software Maintenance and Bug Fixes

JMP provides maintenance through software updates. The availability of updates is announced on the Support Downloads webpage and via e-mail by subscribing to our JMP Newswire mailing list.

While we attempt to provide updates for serious problems, there might be cases where it is impractical or impossible to generate a fix, due to compatibility issues or the potential for introduction of unwanted side effects.

Problem and Product Change Notifications

JMP documents Alert Priority issues, as well as problems that are not of alert status, in the form of JMP Notes. You can search for Alert Priority issues in our Knowledge Base.

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