Jitterbit support¶

Overview¶

There are different ways of getting support, depending on your situation and requirements:

• If you are a customer of BMC, see BMC customer support.

• If you are a customer of Jitterbit, you can:

  • Submit a support case to Jitterbit's support team.

  • Ask a question in Jitterbit's community forums.

• If you have an urgent "production down" situation, see the section Production-down situations.

• If you are a user of our free Data Loader product, you can get support for Data Loader.

• The Jitterbit system status is available at the Jitterbit Trust site.

Production-down situations¶

We know how worrisome a production-down situation is, and we're here to give you top priority if that should occur.

If you have a production-down situation, file a support case as described on this page, and put Production Down in the subject of your case.

Be sure to fully describe the situation in the body of your message and include your contact information, the Jitterbit product you are using, and your endpoints. Include anything you think would help us troubleshoot the problem.

Our system is designed to recognize the specific phrase Production Down in the subject and will respond appropriately by alerting us of your request with an urgent priority assigned.

Submit a support case to Jitterbit's support team¶

We recommend contacting Jitterbit support directly by submitting a support case through Jitterbit Community.

Support cases are kept in a separate and private section of Jitterbit Community.

Once you have logged in to Jitterbit Community, the My Cases and Create Case links become available to create new cases and view your case history.

See Jitterbit support cases for details.

Check case status and escalate cases¶

As your case progresses, you will receive emails to notify you if the case status changes. You can also check the My Cases section in the Jitterbit Community to check on the case status.

Please be sure to set up yourself and your team members as "Authorized Contacts" with your Jitterbit Sales Representative or Customer Success Manager. This assures the fastest possible support experience.

If you are an Enterprise-level customer, you can call your emergency hotline to escalate support cases, if needed. Contact your Customer Success Manager if you are unsure as to your emergency hotline.

Ask a question in Jitterbit's community forums¶

Jitterbit Community is available for self-service help and collaboration among users.

In the community, you can ask questions about using our product, get advice and best practices from other Jitterbit users, search for answers among existing questions and answers, or share your own experience with others.

A link to Jitterbit Community is provided in a menu at the top of this site:

Get support for Data Loader¶

For those using Data Loader, our free migration tool for Salesforce, go to our dedicated Data Loader Community for posts and comments or to search among existing questions and answers.

Jitterbit system status¶

Check the real-time Harmony system status at our Jitterbit system status site. You can subscribe to notifications at the system status site to be notified of any change in system status, maintenance, or outage. For additional information, see System status notifications.