Tech Support Essentials
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      Technical Support Guidelines

      Guidelines & Information on how Technical Support is provided by J2 and best practices on how to utilize or submit issues to the J2 Technical Support team

      Technical Support

      Technical Support is provided by the J2 Innovation’s Support Team and is offered excessively to Authorized FIN Distribution Partners (and Authorized ‘FIN Stack’ Resellers). The J2 technical support team prides itself in providing top quality support in a timely & efficient manner.

      How to Contact Support

      The J2 Innovation Support is handled through a customer service desk portal and is limited to verified Partners and Resellers.

      • J2 Customer Service Desk Portal: Technical Support is offered through the J2 Customer Service Desk. Authorized Distribution Partner’s and Authorized FIN Stack Resellers are added into the portal as “organizations” that are then populated with support contacts (name & email) that should be provided by the partner/reseller.

      • Submitting a Support Ticket: Once a customer has been added to the J2 Customer Service Desk, they may proceed to submit tickets by either visiting the Customer Portal or by emailing support@j2inn.com.

      General Support Guidelines

      General guidelines and best practices for Partners to receive Technical Support. 

      • Check Docs/Videos: Distribution Partners should first refer to the docs.finproducts.com or the J2 Innovations YouTube Channel for standard "how to" videos and detailed documentation

      • Submit a Support Ticket / Contact Support : If the Distribution Partner still cannot find a solution in the docs/video channels, and is experiencing issues, or needs additional technical support they can submit a ticket into the J2 Service Desk Portal or contact the Support Team by emailing them at support@j2inn.com. Both actions will similarly create a ticket in the J2 Service Desk Portal.

      • Support Ticket Process: Once a support ticket is submitted by the Distribution Partner into the J2 Service Desk Support Portal, the ticket will go into a support queue for the support team to review. Once the ticket is properly reviewed and assigned, the J2 Support Team will reach out to the customer in a timely manner. Various methods of engagement may be provided.

      • Support hours: Regular working hours for Pacific Time (8am-4pm PT) and Central European Time (8am-4pm CET)