Why use JDS Support?

JDS delivers support services above and beyond industry standard.

JDS Support:

  • Achieves response times within two hours for 100% of calls
  • Targets first call resolution at 90%
  • Records a customer growth of more than 25% year on year
  • Supports more than 75 active JDS contracts and more than 55 distinct Australian JDS customers across all industry sectors at June 2015 and growing
  • Can help bridge knowledge gaps and staff shortages, improve product user uptake and ensure new product features are utilised
  • Is based in Australia with a local and dedicated support centre

When it comes to HP QC, JDS keeps the lights switched on.  We simply don’t have to worry about HP QC not being available or operational.  JDS ensures that we are aware of product developments, new features and functions, and that our system is kept healthy. I know that any time I call them, they can answer my questions.  Our HP QC users have aggressive targets, and using JDS as support means that we can keep our users happy.

Selecting a high-performing tool such as HP QC was the first step.  But having a skilled group of testing and monitoring consultants behind us makes all the difference.  Put simply, JDS keeps the testing technology working so that our other critical applications can continue to be highly available with minimal defects.  We would not have achieved the results without them.

JDS Support has provided outstanding service levels.  In the past three years, 60% of all support calls have been resolved instantly, and the rest within days.  I can have skilled technicians on-site quickly if I need, and can access a large pool of expertise for trouble shooting.  With JDS, the Quality Assurance Team has been able to deliver on its service levels.

JDS delivers fast, thorough and professional support services so that we can get the most out of our technology. Powercor is less at risk of its testing schedules being disrupted with JDS behind us.

Levels of JDS support


  • choose a JDS Support plan

  • Platform capability, roadmap, best practices, product updates, and enablementPlatform capability, roadmap, best practices, product updates, and enablement
  • Solution development, enhancement, and integrationSolution development, enhancement, and integration
  • Proactive product health monitoringProactive product health monitoring
  • Health check: platform and defined customisationsHealth check: platform and defined customisations
  • Annual product licence utilisation reviewAnnual product licence utilisation review
  • Product upgrade service (two releases per year)Product upgrade service (two releases per year)
  • Support status report and meetingSupport status report and meeting
  • Named support specialist(s)Named support specialist(s)
  • On-site consultantOn-site consultant
  • 1300 telephone support: business hours1300 telephone support: business hours
  • Dedicated mobile numberDedicated mobile number
  • Email supportEmail support
  • Access to JDS support portalAccess to JDS support portal
  • Remote support for BAU issuesRemote support for BAU issues
  • Support for developed solutions and integrationsSupport for developed solutions and integrations
  • Management of product incidents and defectsManagement of product incidents and defects

  • Foundation Care


  • Price on Enquiry

  • Platform capability, roadmap, best practices, product updates, and enablementyes
  • Solution development, enhancement, and integrationno
  • Proactive product health monitoringno
  • Health check: platform and defined customisationsno
  • Annual product licence utilisation reviewyes
  • Product upgrade service (two releases per year)no
  • Support status report and meetingBi-Annual
  • Named support specialist(s)no
  • On-site consultantno
  • 1300 telephone support: business hoursyes
  • Dedicated mobile numberno
  • Email supportyes
  • Access to JDS support portalyes
  • Remote support for BAU issuesno
  • Support for developed solutions and integrationsno
  • Management of product incidents and defectsAssistance only

  • Standard Care


  • Price on Enquiry

  • Platform capability, roadmap, best practices, product updates, and enablementyes
  • Solution development, enhancement, and integrationAdditional
  • Proactive product health monitoring10 accounts under one domainAdditional
  • Health check: platform and defined customisationsQuarterly
  • Annual product licence utilisation reviewyes
  • Product upgrade service (two releases per year)yes
  • Support status report and meetingQuarterly
  • Named support specialist(s)Additional
  • On-site consultant5 days/month
  • 1300 telephone support: business hoursyes
  • Dedicated mobile numberno
  • Email supportyes
  • Access to JDS support portalyes
  • Remote support for BAU issuesyes
  • Support for developed solutions and integrationsAdditional
  • Management of product incidents and defectsyes

  • Total Care


  • Price on Enquiry

  • Platform capability, roadmap, best practices, product updates, and enablementyes
  • Solution development, enhancement, and integrationyes
  • Proactive product health monitoringyes
  • Health check: platform and defined customisationsMonthly
  • Annual product licence utilisation reviewyes
  • Product upgrade service (two releases per year)yes
  • Support status report and meetingMonthly
  • Named support specialist(s)yes
  • On-site consultantDedicated
  • 1300 telephone support: business hoursyes
  • Dedicated mobile numberyes
  • Email supportyes
  • Access to JDS support portalyes
  • Remote support for BAU issuesyes
  • Support for developed solutions and integrationsyes
  • Management of product incidents and defectsyes

Our friendly support team

Lead by example and do to the best of your ability.

Michael Sugianto

Support Team Lead

Length of Time at JDS

4 years

Skills

Windows, Monitoring (BSM, LR), Virtualisation (VMware, AWS)

Workplace Solutions

JDS internal environments, customer software support, IT logistics/provisioning, IT contracts.

Workplace Passion

My passion lies in utilising technology to make our and our customers’ lives easier.

Always ask questions.

Natalie Nguyen

Support Consultant

Length of Time at JDS

A year

Skills

Beginner Splunker.

Workplace Solutions

I work on whatever comes through on the helpdesk tickets. I’m learning about Splunk now and really enjoying it.

JDI—'Just Do It'.

Bruce Li

Technical Consultant

Length of Time at JDS

Since early 2017

Skills

Product: LoadRunner for load testing, Splunk, ServiceNow

Personal: Shell/Batch scripting and web design

More personal: Piano and singing

Workplace Solutions

Being a former system analyst across various IT functions of a large enterprise, Bruce understands the pain of outages caused by poorly-managed asset capacity, undeliverable service levels due to lack of automation, as well as the subsequent troubleshooting and triaging through endless logs.

New to JDS, Bruce is able to identify a solution to address each of the problems above with the tools and methodologies that JDS can offer. He is determined to combine his technical knowledge, analytical skills and organisational skills with business acumen and high attention to details to ensure delivery of solutions and day-to-day operations for our clients.

A collaborative and fun environment makes things a lot easier!

Nicholas Sin

Support Consultant

Length of Time at JDS

Since February 2017

Skills

Mainly HP BSM, and I’m about to start upskilling in AppDynamics.

Workplace Solutions

  • Any client queries related to HP BSM (Technical queries, Technical issues, licensing, etc).
  • Assisting internal stakeholders at JDS with their business IT needs or issues.
  • Helping to maintain the different applications that make up the whole system at JDS.
  • General IT Support, ensuring client applications are running smoothly and that their technical issues are addressed in a timely manner

When you've had enough sleep, an impossible task becomes an interesting challenge.

Jillian Hunter

Support Consultant

Length of Time at JDS

1.5 years

Skills

ServiceNow, HP ALM/QC, Historical fencing.

Workplace Solutions

Supporting both our clients and our own consultants.