JRebel Customer Handbook

JRebel provides a Standard Support offering to all customers, as described below. A Premium level service is available, at additional cost, for Enterprise sized customers. 
 

JRebel offers support services via IDE, webform, customer portal, and email. We recommend using the IDE plugin, web portal or the customer portal since those provide us with the most background information that we will use to quickly handle your case.

IDE Plugin - Support Service Feature

Contacting JRebel Support through the IDE Submit a Support Ticket feature will create a case and automatically include log files and the needed information of the environment.

Web Form

The web form is the main channel to use when opening support tickets if you do not have a Community Portal FAQ account.

Select JRebel as the ‘Product Brand’ and fill in the relevant information in the fields provided and submit your case. You will immediately receive an email letting you know your request has reached our systems. You will hear back from JRebel Technical Support as soon as they have reviewed your case. In most cases, you will hear back from someone in thirty minutes.

Perforce Community Portal

The Community Portal is the best method to use for opening and tracking your support tickets. Please review the Community Portal FAQ for complete details.

Email

Send email to support-rebel@perforce.com

JRebel Support engineers are on duty during North American and European business days.

Cases can be escalated by requesting escalation in the case itself.

Once the escalation is received, one of our JRebel Support Managers will call the phone number you provided to understand the reason for the escalation and the impact it is having on your team. Following the phone conversation, the JRebel Support Manager will put together a plan of action to address the escalation as well as send periodic updates until the resolution is confirmed.

The Community Portal is the best method to use for viewing, opening and tracking your support tickets. Please review the Community Portal FAQ for complete details.

Blocker

The issue causes the application to stop, crash or cease to function. Work cannot reasonably continue; the application is mission critical to the business and the situation is an emergency requiring immediate attention towards resolution.

Critical

The issue severely restricts the functionality of JRebel within an application, but the production application can continue to run/operate. Severity Level 2 issue render Product completely unusable in pre-production development efforts.

Major

The issue restricts the functionality of JRebel within a production application and/or impedes pre-production development efforts. Severity "Major" issue includes a degradation of reliability or performance or limited access to a non-critical function of JRebel. "Major" issues include those for which a workaround had been provided, but for which a permanent improvement is still necessary.

Minor

The issue does not significantly restrict the functionality of JRebel within a production application and/or has only a minor impact on pre-production development efforts. Requested performance or usability enhancements will also be considered a Severity "Minor" issue but will be provided at Perforce’s discretion.

Response Times for On-Premise Non-Production Installations:

JRebel product downloads can be found at https://www.jrebel.com/products/jrebel/download.

JRebel software licenses will be available via your fulfillment letter and through JRebel Sales. Additional information can be found at https://www.jrebel.com/products/licenses and https://www.jrebel.com/products/licenses/on-premise.

Full Support of current versions is available until the End of Maintenance (EOM) of that version is reached.  After a version has reached EOM, Support to be provided on a best effort basis.

There are no maintenance windows with JRebel products.  When a product update becomes available, customers will have access to the update, updates are not automatically installed.

Quick start guides and product documentation can be found at JRebel Documentation.

Quick start guides and product documentation can be found at JRebel Documentation and the Community Portal.

Sometimes your problem will be traced to issues with software that is not under the control of JRebel (e.g., open-source software and networking.) OpenLogic is a Perforce company that provides support for open-source software. Contact your CSM or Sales to see if OpenLogic can help you with non-JRebel problems.