The JAT Support Center is a help desk designed to support the JAT-written K-12 Enhancement package and is staffed by JAT consultants.

The JAT Support Center may be contacted by telephone or e-mail.

The JAT Support Center is staffed from 7am to 7pm CST Monday through Friday.

JAT observes the following 2008 holidays. Support is not available on these days.

Should support be necessary outside of the above days or hours it should be arranged directly with JAT. A fee for extended service will apply.

Whenever possible, calls will be answered by a consultant available to immediately address the issue.

If a consultant is not immediately available, calls will be returned within two hours.

Calls will be prioritized according to urgency with payroll-critical calls having the highest priority.

The JAT consultant will ask for standard information including:

Name

Organization

Telephone

E-mail

Release and Service Pack Level

Please be prepared to provide a detailed description of the problem including answers to the following questions:

Has this problem occurred before?

Can you reproduce the issue on demand?

Can you describe step-by-step how to reproduce the situation?

Have any recent changes been made to your system?

Did you get an error message?

Additionally, you may be asked to provide back-up documentation such as screen-prints.

The consultant will:

		If the problem is related to a flaw or "bug" in the code, the consultant will work to create a fix - if one has not already been issued. It will be up to the caller to install and test the fix.
		If during the course of troubleshooting, it is determined that the issue is related to a process outside the normal functionality of the delivered product, the consultant will work with the caller to document the issue and create an Enhancement Request. The Enhancement Requests will be reviewed by the JAT team for inclusion in future releases.