Customer Guide to Support

 

Our goal is to help you maximize your firm’s efficiency and consistency preparing files using Jazzit.  We provide webinars, videos, documentation, and access to our support team to get you up to speed as quickly as possible.

When things get hectic and you have deadlines to meet you cannot afford downtime.  Unforeseen circumstances can create interruptions which require you to have access to expert help when you need it.  Regardless of how simple or trivial a problem may seem after it is resolved – when you have a problem that interrupts your work, it can be very costly.  We can help you minimize unforeseen downtime and give you peace of mind.

We also provide updates to keep up with changing accounting standards and best practices and to take advantage of the latest enhancements in CaseWare. Updates also incorporate your suggestions for enhancements to make Jazzit even better.

The focus of Jazzit Technical Support is to enable you, our customer, to maximize the benefits you realize from the use of Jazzit.  Whether you are an individual user or a firm with 200+ staff we will provide you with the necessary support to resolve issues that may arise during the installation process or during the use of Jazzit. The purpose of this document is to clearly articulate what you can expect from us in terms of technical support.

1. “Jazzit” includes all of our template products including: Jazzit Fundamentals, Jazzit PACT and PEG Checklists.

2. A Jazzit “User”, for licensing purposes, is defined as anyone who prepares or reviews a client file using Jazzit. Preparing or reviewing includes assigning map numbers or using any Jazzit document. This document describes support options that are available to Users and how Users access support.

3. A Technical Support “Incident” is a single, reproducible issue or problem.  An incident is made up of all the activities required to resolve or close the issue or problem.  Incidents are created when you email or call us the first time to describe the issue or problem. 

 

Jazzit has dedicated support team knowledgeable in accounting, as well as every facet of Jazzit.  Jazzit CSRs (Customer Support Representatives) interact with customers on a daily basis and often have seen your issue before – allowing them to quickly make recommendations to resolve the issue. If you have an issue which they are not familiar with – the Jazzit CSRs have direct access to developers to get to the bottom of your issue as quickly as possible. You can communicate with our CSRs through email, by telephone, or using remote desktop software.

 

Our Online Forum (where you can read postings and solutions) is also available for perusal and does not require you to sign in to access unless you wish to post message. 

 

As part of the Help Desk subscription, your firm has access to the secure area our Jazzit support website (support.jazzit.com).  Once inside you will have access to:

There is also an online form to report bugs or make a feature request. (jazzit.com/fixit).

We are constantly working to improve Jazzit via updates available from our support website. These updates are a result of the following:

 

 

Help Desk Support hours are 8:30 AM - 4:30 PM MST, Monday to Friday, excluding holidays.

 

 Your support must be active to access the secure areas of our support website.

 

We ask that your firm designate one or two individuals as Jazzit Administrators who are the liaison between your firm staff and our support team.  You can contact us at any time to change who we have recorded as your Administrators.

Your Jazzit Administrators should be knowledgeable CaseWare Working Papers /CaseView users and have had the appropriate training.

There are three ways to contact our support team:

Online Collaboration (GoToAssist): for complex product functionality where demonstration is required for support to resolve, complex installation questions where demonstration is required for support to resolve

Email:     for general product functionality, general installation questions that do not require demonstration, suspected product defects (example file with client identification removed should accompany request)

Telephone:  for simple questions we are happy to respond via telephone.  We may start an online meeting if needed.

 

To access support website resources go to our support website and click on the sign in button. You will be prompted to sign in with a user name and password.  Enter the username and password which was supplied to you by Jazzit at the time of purchase.  If you are having trouble signing in please contact the Help Desk.

Each technical support occurrence is considered to be resolved or closed when:

 

Help Desk for one year and access to the support website are included with your original Jazzit license. 

When you purchase Jazzit, the licenses you purchase is for perpetuity unless support is not renewed for each licence purchased.  If you decrease the number of licenses at any time in the future you will need to repurchase those licenses once again at the current rate charged for additional licenses should you need them. 

 

Each year when support renewals are issued, we ask that you review the number of licenses held and adjust, if necessary, by completing the additional license order form.  When you increase the number of licenses, the support fees on a per license basis are included for the year which is consistent with your initial purchase licences.  As a result, the number of licenses you are paying for on the support renewal form should not change.  If you decrease the number of licenses at the time you renew your support services you are relinquishing those licenses. If you need to increase the licenses in future you will need to repurchase at full additional license cost.

 

When you receive your support renewal, please do not revise the number of seats on the renewal form by manually editing the form if you are decreasing or increasing your licenses.  Please complete and submit the additional license order form attached to your renewal for an increase in licenses and contact our office either by phone or email to alert that you will be reducing your licenses.  When you reduce the number of licenses for support renewal you are also relinquishing those licenses.  If you wish to increase those licenses in future they will need to be repurchased at the current rate for additional licenses.

In the event your technical support has expired for more than 6 months, you will be required to purchase Help Desk support from the date of expiry to the date of renewal before purchasing any future support services with Jazzit.

 

Contact us at sales@jazzit.com for current product and support services pricing.  Please note that all support fees are non-refundable.

 

Questions relating to CaseWare Working Papers features and functions are not covered by Jazzit Technical Support. Questions of this nature should be directed to CaseWare.  Please see your licensing agreement with CaseWare for details on support coverage.

Questions relating to hardware (such as printer output problems and network speed) are not covered by Jazzit Support. Contact your IT specialist for assistance. Hardware requirements can be found on CaseWare’s website (CaseWare.com).

Jazzit is intended to be used with licensed copies of the latest version of CaseWare Working Papers software.

Support is provided for versions of the software up to one year after the subsequent version is released.  Note that any updates to Jazzit are only provided in format compatible with the latest version of CaseWare Working Papers.