Jamf Services Policies

Who is Jamf Services?

Welcome to Jamf Services. We're a team of Apple experts dedicated to helping you succeed with Jamf. From initial setup to advanced configurations, our certified engineers work alongside your team to design, implement, and optimize your Apple environment. Our customers span global enterprises, leading universities, and highly regulated industries. Whatever the environment, we operate to the same security and data handling standards Jamf is known for. Think of us as an extension of your team — here to share expertise, solve problems, and make sure you're set up for long-term success with Jamf.

To help ensure smooth and successful engagements, we've outlined our policies and what to expect when working with us below.

General Policies for all Services

Scheduling & Communication

Jamf will contact you via email to schedule services and gather any necessary information. We will make multiple attempts to contact you—but if we don't hear back, you may forfeit your services. All purchased services expire one year from their applicable contract term and must be completed before that date.

Scheduled Time Commitment

Our engagements are scheduled in defined time blocks. We bill for all scheduled time, not just the time actively spent on delivery. Scheduled time may include offline work on your behalf, such as preparation, analysis, or documentation. This ensures we have dedicated, uninterrupted time reserved for your project.

Remote Engagements

Remote engagements are scheduled in 4-hour blocks. Please join video sessions promptly at the scheduled time. Arriving more than 20 minutes late counts as a missed session. Rescheduling requires 5 business days' notice, and multiple reschedules or no-shows may result in forfeiture of services.

Onsite Engagements

If you need to cancel or reschedule after confirmation, you're responsible for any unrecoverable costs we've already incurred (travel, accommodations, etc.).

Customer Responsibilities

To make your engagement successful, please ensure the following are in place before we begin:

• At least one IT administrator with appropriate access and privileges to each relevant system is available for the entire engagement
• Any staff members who need training on specific functions are available
• For onsite/in-person services, someone can escort our Jamf-certified technician to the work areas
• All required software installers, licensing information, media, and scripts are in place
• Data on hardware we'll be using is backed up—Jamf is not liable for data loss during testing
• You have a Jamf ID for access to required resources
• If applicable, you've completed enrollment in Apple School Manager or Apple Business Manager (devices must run compatible operating systems, see deploy.apple.com)
• Network access is properly configured:
  • Inbound/outbound communication with Jamf Cloud
  • Jamf Pro network ports
  • Jamf Protect network communication
  • Jamf Security Cloud network communication
  • Jamf School firewall ports, IPs, and URLs
  • Jamf Now network ports
  • Apple products on enterprise/educational networks
  • Jamf Connect system requirements

Prerequisite Work

Many engagements require you to complete prerequisite work before we arrive. We'll send directions in our initial scheduling email (also available in the Statement of Work, if applicable).

Need help? We can assist remotely upon request. If we arrive and prerequisites aren't complete, we'll try to move forward, but outcomes may differ from the originally understood scope. If we must halt the session due to incomplete prerequisites, it counts as a reschedule.

Statement of Work (SOW)

Your service may include a predefined SOW outlining our engineer's time and consultation—it doesn't guarantee specific outcomes. The SOW is part of your agreement with Jamf. It documents the scope, timing, and expectations for the engagement. We'll make good faith attempts to meet and exceed every goal, but we're not liable for missing goals due to customer issues (staff unavailability, technical problems outside Jamf's control, etc.).

If something within Jamf's control affects your outcomes, we'll provide reasonable additional time to ensure success and may partner with Jamf Support or Customer Success to help.

Recording & Materials

Professional Services sessions may be transcribed or recorded with your agreement. In some cases, Jamf may use the transcription or recording to create customized follow-up materials for your organization—summaries of session topics, decisions made, and next steps. We'll share these back with you to help your team stay aligned on what was covered.

Conduct During Service

We're committed to keeping engagements welcoming and respectful. Questions are encouraged and welcome—just please stay on topic and be respectful to instructors, engineers, and other participants.

We don't tolerate comments or behavior that's racist, sexist, discriminatory, defamatory, obscene, harassing, insulting, hostile, or not-safe-for-work (NSFW). If this happens, we'll dismiss you from the service with no return to that session, and you may be barred from future engagements.

Confirmation of Services Delivered

After your engagement, we'll ask you to confirm the work is complete. You can respond electronically via email or your Jamf Account, or sign and return the SOW document. If we don't hear back after requesting confirmation, we'll consider the engagement complete.

Additional Policies for Specific Services

Beacon by Jamf Threat Labs

Beacon by Jamf Threat Labs (“Beacon”) is a managed threat hunting and security advisory service delivered by our Jamf Threat Labs (JTL) team in partnership with the Jamf Services team.

Activation and Alerts

Once Beacon is activated in your environment, email alerts will be delivered to the contact that you designate during the activation process.

Customer Responsibilities for Beacon

In addition to the standard customer responsibilities above, Beacon engagements require:

• That you have an active Jamf Protect deployment, with administrator access available during the activation session
• Log forwarding and telemetry sharing configured per Beacon onboarding requirements
• Designate a security or IT contact who will be available for scheduled reviews and findings discussions with the JTL team
• That you take timely action on findings that require customer remediation. Beacon identifies and recommends action; actual remediation in your environment is your responsibility.

Beacon Findings and Confidentiality

Beacon findings are confidential and we share them only with your designated contacts. Indicators of compromise, methodologies, and reporting formats shared by JTL are considered Confidential Information under your agreement with Jamf and should not be shared or redistributed outside your organization.

Privacy

We respect your privacy and only use personal information according to your agreement with Jamf and our Privacy Policy.

Accommodations for Individuals with Disabilities

Need accommodations? Let us know when scheduling so we can prepare.

Jamf Services Delivery Partners

We may engage certified delivery partners to perform all or part of your engagement. These partners are trained, certified, and held to the same delivery standards as Jamf engineers. Jamf remains your point of accountability for the engagement, and the same confidentiality and data handling obligations apply.