Jamf announces Premium Support upgrades and Technical Account Manager services

What is Jamf Support?

Jamf Support provides customers with faster, more strategic paths to resolution, providing their deep Apple knowledge to resolve customer challenges. There is no better example than the Support Lounge at JNUC. Each year at the Jamf Nation User Conference, in the center of the Expo Hall, stands the Support Lounge. It is one of the heartbeats of the entire conference. This is where Jamf customers go with questions about their instance, can inquire about best practices, or have follow-up conversations to gather more insights from one of the sessions. It’s a place for our customers to come and talk about anything and everything Jamf and Apple related, with Jamfs who care deeply about a customer’s success. The Support Lounge at JNUC is a reflection of what Jamf Support does day in and day out: helping every customer succeed with Jamf.

Key Takeaways:

• Jamf Premium Support now has five tiers of support with the launch of Premium Support Titanium.
• Premium Support Gold and above customers can access support 24/7. (English only.)
• Premium Support Gold and above customers have access to a dedicated Jamf TAM.
• Premium Support Platinum customers have access to one Individual Jamf Training Pass; Premium Support Titanium and Diamond customers have access to one Organizational Training Pass.

Jamf Support is backed by a global team of experts, with the highest levels of Jamf certifications and training, ready to help customers solve challenges at the moment of need. The team covers technical troubleshooting, product questions, and issue resolution. Jamf Support includes:

• More than 200 skilled technical support personnel
• Global support in over 10 languages, including Spanish, French, German, Traditional Chinese, and Japanese
• Help available through messenger, phone, and email
• Jamf Support offers two models to match customer needs: Standard Support and Premium Support.

Standard Support is available to every Jamf customer. If a challenge arises, help is there. Premium Support, on the other hand, offers customers deeper strategic assistance.

Why Jamf Premium Support?

We understand that there are organizations that want more collaboration with the technology they use. That is where Premium Support comes in. There are five tiers of Premium Support, structured to match the goals, needs, and budget of each customer. Those tiers are:

• Premium Support Silver
• Premium Support Gold
• Premium Support Platinum
• Premium Support Titanium
• Premium Support Diamond

Each Premium Support tier includes Tier 3 Support and at least two Premium Support contacts. At Premium Support Gold and above, there are additional deliverables compared to Standard Support like 24/7 support, case continuity with a Named Support Engineer (Platinum and above), proactive guidance from a Technical Account Manager (Gold and above), and more. Here is a full list of what is available for each Premium Support tier:

Silver

• Tier 3 support
• Two Premium Support contacts
• Standard phone support model

Gold

• Tier 3 support
• Five Premium Support contacts
• Priority phone support model
• 24/7 English-language support
• Enhanced support
• Collaborative TAM

Platinum

Everything included in Gold, with the following upgrades and additions:

• Ten support contacts
• Root cause analysis for P1 issues
• Named primary support engineer
• Management sponsorship
• One Individual Training Pass for Jamf certification courses

Titanium

Everything included in Platinum, with the following upgrades and additions:

• One Organizational Training Pass for Jamf certification courses
• Integrated TAM

Diamond

Everything included in Titanium, with the following upgrades and additions:

• 25 Premium Support contacts
• Embedded TAM

Let’s go deeper into a few benefits.

Named Support Engineers and Premium Support Contacts

A Named Support Engineer brings more consistency to your cases. When you submit a ticket, it routes to the same support contact when possible. For Premium Support Platinum and above, Named Support Engineers can be designated by region. So, your team in the US will interact with one Support Engineer, where your team in Japan will interact with another Support Engineer.

The number of Premium Support Contacts is the number of people in your organization who can submit a ticket or reach out for help and get that same Premium Support experience.

Technical Account Manager

A Technical Account Manager (TAM) adds proactive technical guidance to help customers plan and implement their Mac or mobile strategy. They are a customer’s expert in Jamf and Apple platforms: recommending best practices, reviewing configurations, offering customized advice to solve unique needs. Whereas Jamf Technical Support help with immediate assistance when needs arise, a TAM is a proactive partnership to help turn technical priorities into reality.

A TAM is a customer’s:

• Proactive technical expert –– the go-to person who knows a customer’s environment, needs and goals, and team. TAMs help your teams use Jamf to its full potential: improving security posture, device provisioning, and employee satisfaction.
• Internal advocate –– escalating, prioritizing, and championing your issues directly with Jamf Engineering when it matters most.
• Continual partner –– dedicated focus on optimizing a customer’s Apple fleet across any organizational changes.

There are three different types of TAMs available, dependent on the Premium Support tier:

• Collaborative TAM: These Jamfs provide proactive technical advice and guidance to help you configure your Jamf environment and implement industry best practices. Available with Premium Support Gold and Platinum.
• Integrated TAM: These Jamfs help plan and implement your priorities, with dev environment review, Jamf engineering access and platform optimization for organizations with growing fleets. An integrated TAM goes on annual on-site visits. Available with Premium Support Titanium.
• Embedded TAM: These Jamfs operate as a member of your team, with direct access to Jamf engineering and expertise in large, complex environments where Jamf is mission-critical infrastructure. An embedded TAM goes on quarterly on-site visits. Available with Premium Support Diamond.

Whether your organization is focused on unifying Mac management, endpoint security and AI workflows, deploying mobile devices in mission-critical operations, or implementing Apple in the classroom to support student success and equitable opportunities for every learner, a Jamf TAM can share proven strategies for your unique goals.

Jamf Training Pass 

Earlier this year, Jamf Training celebrated twenty years of empowering IT professionals to succeed with Jamf. The goal of Jamf Training has remained steadfast: to help admins spend less time figuring out how to do something and more time doing it. Annual Training Passes are included with Premium Support Platinum and above.  

• Premium Support Platinum: One Individual Training Pass.  
• Premium Support Titanium and Diamond: One Organizational Training Pass. This allows for up to five people to take training passes.  

Both training passes allow enrollment in Jamf 200, 240, 270, 300, 370 and 400 instructor-led training courses.  

Learn more about Jamf Training >>

Management Sponsorship 

This gives your organization regular engagement with a member of Jamf’s leadership team. Your team and Jamf leadership can align on success and create dialogue on how Jamf can continue to help your organization succeed with Apple.  

Helping you get the support you deserve  

Jamf Support is a team that fully embraces the ethos of Jamf. As Lisa Ackerson, VP of Technical Support, said in an episode of Jamf After Dark last year, “Our technical support team members are the heartbeat of the organization.” From the Support Lounge at JNUC to everyday customer interactions, Jamf Support is here to help you succeed.