Topic Name: JMP Technical Support
Representative: Duane Hayes & Wendy Murphrey
Steering Committee Member: Ian Cox
Date: 06Jul2020
Section 1: Top Three to Five Takeaways
- Tech Support Mission: Our mission is to help our customers make the best use of JMP software through effective and responsive support, active advocacy, and a broad range of self-help resources.
- Tech Support is separate from Licensing Operations, we provide guidance with regard to the downloading, installing, and renewing licenses or activating JMP Software.
- We answer usage questions about JMP platforms, and provide limited assistance with JSL programming logic offering sample scripts when possible.
- We provide software support for the statistical platforms in JMP, providing references where possible. We do not provide statistical consulting.
- We isolate and report software defects, as well as communicate customer requests for future development.
Section 2: Important Topic Links/Learning Resources
Section 3: High-Level Process Steps
- Ways to open a track with Technical Support:
- Fill out the JMP Technical Support form
- Send email to support@jmp.com
- Call us at 919-677-8008 or 800-727-0025
- Technical Chat is offered M-F 9am-5pm ET for English speaking customers in the US, Canada, and particular US territories and islands.
- If contacting JMP Technical Support on behalf of a customer, please provide the customer’s Site Number, product version, and the operating system upon which JMP is installed.
Section 4: Key Contacts
- If you are reaching out with questions from customers or for yourself, open a track with us so the issue can be directed to the appropriate resource. Reaching out to an individual may cause delays in responding if they are not the proper support person or are out of the office.
- Duane Hayes – Manager, JMP/HLS Technical Support team
- Wendy Murphrey – JMP Team lead, Scripting/JSL
- Bobby Riggs – JMP Systems (downloading, installation, licensing), usage
- Laura Archer – JMP Clinical, statistician, usage
- Adam Morris – JMP Genomics, statistician, usage
- Dave Matthews – JMP Systems (downloading, installation, licensing), usage
- Dahlia Watkins – JMP Systems (downloading, installation, licensing), usage
- Sarah Seligman – JMP Clinical, statistician, DOE, usage
- Nick Holmes – Scripting/JSL, usage
- Kristen Bradford – Statistician, usage
