Top Enterprises Using Joget

Choose the support tier that's best for you

From day-to-day troubleshooting to hands-on advisory for your Joget projects, both tiers have you covered.

Standard

Reliable product support included with every subscription. Our team is on hand through the ticketing system to help you troubleshoot, install and configure the standard Joget product.

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Premium

Faster response and more hands-on guidance. Premium adds quicker response targets, teleconference access, and scheduled advisory sessions with our technical consultants.

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What's covered, on any plan

Joget is built on the idea that enterprises should be able to build and govern apps at the speed of business, without giving up control. That principle runs through every AI capability on the platform, across three layers that together cover an AI system's entire lifecycle.

  • Always covered
  • Product updates and maintenance builds (Generally available only)
  • Online documentation, support portal, and knowledge base access
  • Troubleshooting guidance for the standard, unmodified product
  • Reproducible errors or defects in the standard, unmodified product
  • Installation issues, when following published documentation, and upgrade issues on supported versions
  • Configuration questions and documentation clarification for documented features
  • Security patches and release information
  • Never covered
  • Troubleshooting or debugging apps, workflows, forms, business logics or other solutions you build on Joget
  • Custom plugins, connectors, themes or modified product components
  • Third-party systems, infrastructure, networks and databases
  • Data migration, cleanup or recovery
  • Training, implementation or solution architecture
  • Other issues outside the standard, unmodified product

Training, implementation help and solution architecture aren't part of Standard or Premium Support, but they're available as a Premium add-on or a separate professional services engagement.This is a summary; please refer to your agreement for the full list of what's in and out of scope.

Standard Support  : Ticket-based

Reliable coverage through the support portal

A good fit for teams that need dependable help on core product issues and are comfortable working through tickets.

  • Included
  • 1 support account, 10 tickets a month
  • Support through the ticketing system
  • Response targets: 6 business hrs (Critical) to 2 business days (Low)
  • Full documentation and knowledge base access
  • Product updates and maintenance builds
  • Onboarding handled by email
  • Not included
  • Teleconference or live support
  • Planned after-hours support for migrations and upgrades
  • Advisory services, such as architecture consultations or adoption reviews
  • Guaranteed response inside 24 hours

Premium Support  : Recommended for production

Faster response, plus direct access to our consultants

Built for teams running Joget in production, where faster response and hands-on advisory make a real difference.

  • Included
  • Everything in Standard Support
  • 2 support accounts, 30 tickets a month
  • Teleconference support, offered after case review
  • Faster response targets: 3 business hrs (Critical) to 1 business day (Low)
  • Live onboarding call
  • Up to 10 hours a month of technical consultancy
  • Planned after-hours support for production migrations and upgrades
  • Quarterly and annual advisory sessions: architecture and installation planning, infrastructure reviews, product adoption reviews, and roadmap updates
  • Not included
  • Development or ongoing maintenance of apps you build on Joget
  • 24/7 or sub-hour emergency response
  • Unlimited advisory hours; each service has its own quarterly or annual cap

How it works

Joget is built on the idea that enterprises should be able to build and govern apps at the speed of business, without giving up control. That principle runs through every AI capability on the platform, across three layers that together cover an AI system's entire lifecycle.

1. Submit

Log a ticket in the support portal with steps to reproduce, environment details and diagnostics.

2. Triage

We confirm severity and check whether the issue reproduces in a clean, supported environment.

3. Response

Hands the safety decision to a second model, such as Llama Guard, running against a safety prompt you configure

4. Resolution

You get a workaround, a fix, a documentation pointer, or a clear next step if it's bigger than a ticket.

!Important

Response times shown are initial targets, not guarantees, for the standard Joget product. Please refer to your agreement for full terms.

See the full comparison of our plans

Response times, plan limits and advisory services, side by side.

What's included Standard Premium
Response times
L1 - Critical
A reproducible Product Issue causes a complete production outage of the standard Product, with no reasonable workaround, and materially prevents all or substantially all authorized users from using core Product functionality.
 6 Business hrs 3 business hrs
L2 - High
A reproducible Product Issue causes major degradation of important Product functionality in production, but the Product remains partially usable, or a workaround exists.
 1 Business day 6 business hrs
L3 - Normal
A reproducible Product Issue causes limited impact, non-critical malfunction, documentation clarification, configuration question, or inconvenience that does not materially interrupt production use.
 2 Business day 1 business day
L4 - Low
General Product question, minor issue, cosmetic issue, enhancement request, documentation request, or non-urgent Product-related inquiry.
 2 Business day 1 business day
Plan details
Support accounts 1 2
Tickets per month 10 30
Documentation and knowledge base Included Included
Teleconference support - After case review
Customer onboarding call By email Live, once
Technical consultancy - Up to 10 hrs / month
Planned after-hours support - Included
Advisory services
Application design thinking
Business review to match your use case to Joget's product features.
 - Up to 5 hrs / quarter
Architecture & installation consultation
Guidance on high availability, disaster recovery and scalability planning.
 - Up to 12 hrs / year
Infrastructure review
Gap analysis against Joget's best practice on config, security and network setup.
 - Twice a year
Product adoption review
A check on usage gaps and the training that would help your team.
 - Once a quarter
Proactive expert guidance
Best-practice guidance on the features you're already using.
 - Once a quarter
Product & roadmap updates
A walkthrough of what's new and what's coming.
 - Twice a year

Response times are initial targets for covered issues, not resolution commitments.

Resources worth bookmarking

Before you raise a ticket

Documentation

Guides and references for the Joget platform.
Explore Guide

Knowledge base

Answers to common configuration and product questions.
Search KB

Support portal

Submit and track tickets for your account.
Contact Us

Email us

Email us your inquiries or technical issues, and our support team will get back to you shortly.
Send Email

Get Started

Let's find the right plan for your team

Email us and we'll help you choose between Standard and Premium Support.

Contact Us
Enterprise Enquiry

Frequently Asked Questions

What's the real difference between Standard and Premium?

Premium gets you faster response targets, a teleconference option, a higher ticket allowance, and a set of scheduled advisory services, like architecture consultations and quarterly reviews, on top of everything included in Standard.

Does support cover the apps we build on Joget?

No. Standard and Premium cover the standard Joget product. Apps, workflows, forms and integrations you build are your responsibility to design, test and maintain, though Premium or a professional services engagement can help with that work.

How fast will Joget respond to a critical issue?

Standard targets a response within 6 business hours for Critical issues; Premium targets 3 business hours. These are initial response targets, not commitments on how long resolution will take.

Can we get live or emergency support?

Standard runs through the ticketing system only. Premium adds teleconference support once your case has been reviewed. Neither tier is an emergency service; anything needing a response inside 24 hours needs a separate written arrangement.

How many tickets can we raise each month?

Standard includes 10 tickets a month, Premium includes 30. If your team is consistently going past that, talk to us about moving up a plan.

What shouldn't we include in a support ticket?

Leave out personal data, payment details, credentials, API keys and any confidential or regulated information. Redact or mask anything sensitive before attaching logs, screenshots or sample apps.



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