Jamf Support

[xoubie]

I've had a ticket open with them for a week now, and getting any sort of response from them is like pulling teeth.

When they do respond, they just ask more questions and don't actually seem to do anything with the information.

Is their support really this broken/non-existent?

How can you sell an enterprise application when you don't support your users?

[donmontalvo]

JNUC 2022 starts tomorrow morning, pretty sure Jamf is strung a little thin.

If you've already checked your support portal, maybe post the issue here to see if you get responses?

[danlaw777]

use your support page and call them, but to answer your question, yes. their support team really only knows how to send you kb articles that you probably already found yourself. 

[VintageMacGuy]

I had the same problem for over a month. One email reply a day, usually asking a short question just to 'keep alive' the conversation. After 3 weeks of getting nowhere with my issue, I had to start a chat that got me more answers in 10 minutes than I had in 3 weeks - but still no solution. We ended up calling in and getting up to an engineer who gave us the missing bit of information to solve our case. We are still battling with the issue, but are past the JAMF portion. 

[thebrucecarter]

Do you have a Jamf Success Manager?  Ours is great and has helped us with a lot of different areas (Hey, Hillary!).

[VintageMacGuy]

For me, that is where I started, but it was determined to be a technical support issue and moved to that team.

[donmontalvo]

Pretty sure if you don't have a premiere support contract (where you have a TAM), you get basic maintenance level support, longer response times.