Customer Guide to Support

Introduction

Peace of Mind

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.

Our Commitment to Support

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.

Definitions:

  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.

Support Options

Help Desk

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.

As part of the Jazzit subscription, your firm has access to:

  • Training Videos;

  • Technical Bulletins;

  • Jazzit Updates.

There is also an email to report bugs or make a feature request. (design@jazzit.com).

We are constantly working to improve Jazzit via updates available from my.caseware.com. These updates are a result of the following:

  • New functionality from our design team;

  • Changes in accounting standards;

  • Feedback from you;

  • Updates to Caseware Working Papers.

Accessing Support

Support Hours

Help Desk Support hours are 9:00am EST - 7:00pm EST, Monday to Friday, excluding holidays.

Online Resources are available 24 hrs /day, 365 days /year.

Contacting the Help Desk

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. The contact information can be found in Jazzit's Welcome Page.

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 / Remote Desktop: 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.

Incident Resolution

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

  • The issue has been resolved;

  • An issue is reported in which the original purpose of the feature is not operating as expected. A correction to the document, a corrected Resource Centre Module or a work-around will be provided;

  • It is determined that Jazzit is not being used as intended or has been modified from its original design (enable edit mode or design mode revisions);

  • A support specialist requests the Caseware file in question and submission of file is denied by customer requesting support;

  • The Jazzit installation is not properly licenced.

Purchasing Support

An active Jazzit subscription is required for access to support.

Contact us at sales@jazzit.com for current product and support services pricing.

More Information

Hardware Setup

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).

Caseware Compatibility

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

Support for Jazzit Versions Other Than Current Version

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.