Over the past few months, we have been working hard to fundamentally revise our support model. With the new tariff scale, we are creating more transparent and, above all, more standardized structures that will help us to process your requests even faster. In this blog post, we would like to present our new six tariffs in detail to make it easier for you to find the right one for you.
Advantages of our new support model
Our old support model has grown historically and was therefore not very standardized. This is because there used to be different support tariffs depending on the product.
We want to change this with our new support model: With it, we are creating a clear tariff structure that is valid for all JTL products. So if you book a fee-based tariff, you will no longer just receive support for a single product, but for all the products you use.
The clear, tidy structures also improve the work of our support team. And that in turn pays off for you as a customer: Thanks to the new support model, we can process your inquiries more efficiently and quickly.
These are the new tariffs
Our new support listing is made up of five different tariffs: the “Free” and “Basic” tariffs at no extra cost, the “Bronze” and “Silver” tariffs with quick help for little money and the “Gold” tariff for anyone who wants to contact us directly by phone in an emergency.
Our free support offer
The Free tariff | free of charge
The Free tariff is aimed at merchants who only use free products from us. You will find support from experienced merchants, service partners and JTL employees in the JTL forum. However, there is no entitlement to support or a time frame for an answer to your question.
The Basic tariff | included in the software product
Basic support is available to merchants who use at least one fee-based software product from us. The support then only applies to the fee-based product and JTL-Wawi, JTL-Packing Bench+ and JTL-ShippingLabels. You will receive limited access to ticket support for these products in the JTL-Customer Centre. Our support team will answer your request by email within 3 working days, or 24 working hours to be precise.
The new fee-based support options
The Bronze tariff | € 19.99 per month.
The Bronze plan gives you email support for all JTL products. We answer your support request faster than in the Basic plan, namely in just 2 working days, i.e. 16 working hours.
The Silver tariff | € 49.99 per month.
The new Silver tariff is the best choice for many retailers: Here you will receive ticket support within 1 ½ working days, i.e. 12 working hours. Your tickets will be prioritized. Another plus: We give you access to our callback service. Simply create a callback request in the JTL-Customer Centre and describe your problem. We will then get back to you by phone as soon as possible.
The Gold tariff | € 129.99 per month.
The Gold tariff largely corresponds to our previous Premium Support. You will receive the telephone number of our support hotline, can actively call us in the event of an error and receive help immediately. We will get back to you within 4 working hours if you submit a ticket.
The term of the Bronze, Silver and Gold tariffs
The Bronze, Silver and Gold tariffs each start with a minimum contract term of 3 months. The contract is automatically extended by one month in each case. At the end of the minimum contract term, you can change or cancel your plan with 14 days’ notice to the end of the month.
All tariffs at a glance
Would you like to find out more about our support tariffs? You can find all the information you need on our website.
All-round support from service partners
JTL itself primarily provides technical support in the event of an error. If you would like more intensive support, you are best advised to contact one of our service partners. Our service partners will be happy to help you set up our software, answer user questions, provide user support and take on the implementation of larger eCommerce projects. You can find specialized IT agencies and consultants in your area in our service partner directory.
What will change for you? And when do the new support tariffs apply?
You use Basic Support via a fee-based software license from JTL?
Then you will remain on our Basic plan at no extra cost. You will receive support for all your fee-based software products from JTL as well as for JTL-Wawi, JTL-Packing Bench+, JTL-PackingLabels and JTL-ShippingLabels.
We will no longer offer support for the free one-user license of JTL-WMS, the free versions of JTL-POS and the JTL-Connectors in this tariff. If you would like to continue to receive support for our free solutions, we recommend the affordable Bronze or Silver support tariffs.
To make the switch easier, we have provided a transition period of one month. The new benefits of the Basic tariff apply from 1.1.2020.
Are you a user of the fee-based Premium Support?
Premium Support was always valid for a period of 6 months from the date of booking. Your access to Premium Support remains valid until your booked 6 months have expired.
However, we will provide you with the better services of the Gold tariff until the end date of your license. This means that you will also benefit directly from the reduced response timeof 4 working hours. You also get access to our new callback service. If you would like to continue using our telephone support after your license expires, you can book the new Gold plan in the JTL-Customer Centre.
Have you booked fee-based JTL-WMS support?
We are discontinuing separate support for JTL-WMS as of January 31, 2020. If you would like to have access to telephone support for JTL-WMS beyond that, please book our Gold Support. This plan gives you access to our support hotline – not only for JTL-WMS but also for all other JTL software solutions.
In terms of price, the new tariff offers advantages for many users: previously, the costs were calculated as a percentage of the total license costs for warehouse management. The new Gold tariff offers more favorable conditions for many users.
Do you use JTL-Shop Standard, Professional or Enterprise with a fee-based subscription?
The support tariff booked in your subscription remains valid until the end date of your subscription. In the future, the packages with JTL-Shop and Support will be largely dissolved.
The JTL-Shop Standard Edition includes our Basic Support as usual. The fees for the store license and subscription remain unchanged.
The JTL-Shop Professional Edition previously included a fast response time of 8 hours (1 working day). From the new model onwards, the Basic tariff with a 24-hour response time (3 working days) is included instead. In return, we are reducing the price significantly: from €1,499 to just €999. The JTL-Shop Enterprise Edition with Gold Support is now available for just €3,999 instead of €4,999.
If you would also like to use faster email support, our callback service or our support hotline with JTL-Shop CFE, Standard or Professional Edition, we recommend booking our Bronze, Silver or Gold support tariffs separately.
New: Support for the JTL-Connectors
The JTL-Connectors were previously – with the exception of Shopware – officially excluded from support. The new Bronze, Silver and Gold tariffs now include support for the JTL-Connectors. In the first 14 days after booking a JTL-Connector license, you will even receive free basic support, because we want to provide you with the best possible support when starting with our third-party store integration.
Any questions?
If you have any questions about our new support model, we will be happy to help you. Please contact us either directly via the Customer Center or by email:
