What's included in the JAMS Support Package?

What’s included in the JAMS Support Package?

The monthly fees include:

• Hosting of the JAMS system, including secure storage of the system, data and files
• Licence to use Junari’s JAMS modules
• Support via our online support portal
  • We also provide a manned phone line for customers to leave a message with queries, and we endeavour to call back as soon as possible
• Support for the JAMS features and functionality specifically listed or agreed as being included under your JAMS support package
• Reasonable investigation and assistance where something appears not to be working as expected within the supported JAMS functionality

Supported JAMS functionality

For JAMS users, the monthly support package only covers the JAMS features and functionality expressly listed on the relevant JAMS product page, quotation, support agreement, service schedule, or other written agreement with Junari.

For CALCs users, this means the functionality listed here:

https://www.junari.com/jams-for-calcs

If a feature, app, module, workflow, integration or other item of functionality is not listed or otherwise agreed in writing as being supported, it is not included within the monthly support package.

This applies even if the functionality is visible, installed, technically available, inherited from the underlying Odoo platform, or has been made available by Junari as a goodwill gesture.

Functionality not covered by monthly support

Some functionality may be available in the system because it forms part of the underlying Odoo Community platform, or because Junari has installed it so that customers can see whether the default out-of-the-box functionality is useful for them.

Examples may include, but are not limited to:

• Outlook integration
• Google Calendar integration
• Calendar
• Discuss
• Projects
• eLearning
• Other standard Odoo Community apps
• Optional modules
• Third-party modules
• General configuration options
• Features not specifically listed as part of your supported JAMS package

These items are provided as-is and out-of-the-box unless specifically agreed otherwise in writing.

Junari does not guarantee that non-covered functionality will meet your requirements, match your internal processes, continue to operate in a particular way, or be supported under your monthly support contract.

Odoo documentation

For apps, features or modules that are part of the underlying Odoo platform, customers may refer to Odoo’s official documentation here:

https://www.odoo.com/documentation/19.0/

Please note that Odoo’s documentation is provided by Odoo, not Junari. It may relate to different versions, editions, apps, configurations or functionality. It does not extend or override Junari’s support obligations, and it does not mean that the relevant functionality is covered by Junari’s monthly support package.

Chargeable support

If Junari is asked to assist with functionality outside the supported JAMS package, this may be chargeable at our standard rates.

This may include, but is not limited to:

• Bug fixes outside supported JAMS functionality
• User support for non-covered features
• Technical support for non-covered features
• Configuration support
• Enhancements
• Investigations
• Advice
• Testing
• Deployment assistance
• Email configuration
• DNS support
• Browser support
• Device-specific issues
• General IT support
• Issues caused by user error or misunderstanding
• Assistance with third-party systems or integrations

Junari may, at its discretion, provide up to 3 hours of assistance in a calendar month for non-covered support without charge. If more than 3 hours of non-covered support is required in a month, Junari will bill the additional time at our standard pricing, but will endeavour to notify you before carrying out chargeable work.

Junari will not intentionally bill for non-covered support without giving notice first.

Upgrades

The same support scope applies to JAMS upgrades, including but not limited to JAMS v14, JAMS v19, or any other JAMS version, unless Junari specifically agrees otherwise in writing.

An upgrade does not automatically mean that all installed, visible or available functionality becomes supported under the monthly support package.

Summary

In simple terms:

• If it is listed or agreed as supported JAMS functionality, it is covered
• If it is not listed or agreed as supported, it is not covered
• Non-covered functionality may still be available in the system, but it is provided as-is
• Any support for non-covered functionality may be billable, subject to notice from Junari
• Junari will decide whether an issue is covered support, non-covered support, chargeable work, user error, third-party functionality, or an underlying Odoo platform issue