docs: update support plus other related topics
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faq.md
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faq.md
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- Access the protected private workspace where logs are stored.
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- Triage the issue, add context and share with the development team.
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## What is an extension user?
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**_A:_** An extension user is everyone who uses the Fiddler Jam Chrome extension.
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## What is a portal user?
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**_A:_** A portal users are accounts created for your organization to access the [Fiddler Jam portal](https://jam.getfiddler.com/). Learn more about [portal users and roles]({%slug fj-users%}#portal-users).
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## What is the definition of a Fiddler Jam log?
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**_A:_** A Fiddler Jam log is an information recorded by [the extension users](#what-is-an-extension-user?) via the Fiddler Jam Chrome extension. A log contains the captured network traffic and (optionally) the generated console logs and screenshots from the user interaction. The maximum size for Fiddler Jam log (requests and screenshots) is 50MB.
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## Fiddler Jam Terminology
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| Term | Description |
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|--- |--- |
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| Fiddler Jam extension | The Chrome extension is used for recording network traffic, console logs, screenshots, etc. The Fiddler Jam extension is available from the Google Web Store |
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| Fiddler Jam extension user | End-user who have encountered an issue on your web application and are using the Fiddler Jam extension |
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| Fiddler Jam portal | A central website for accessing call logs stored on the cloud. Hosted at [https://jam.getfiddler.com](https://jam.getfiddler.com) |
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| Fiddler Jam portal user | Account created for your organization to access the web portal. This includes both support and development. By default the Fiddler Jam portal users are having read and write rights and they can |
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| viewer role | A Fiddler Jam portal user explicitly assigned with [the viewer role]({%slug fj-users%}#viewer-role). The viewer role has rescricted read rights. |
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| session | A network activity that Fiddler captures. it contains HTTP(S) request and response information together |
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| log | A collection of captured HTTP(S) sessions, screenshots, video recordting, console logs, and other information recorded by an extension user. The maximum size of Fiddler Jam log is 50MB. |
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| capture options | A set of [advanced capture options]({%slug fj-capture-options%}) available in the Fiddler Jam extension. The options allows you to control what information is to be captured.|
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| workspace | A workspace is an organizational placeholder for logs. The workspace provides means to organize and share logs with your collaborators (within the organizational account) |
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| password-protected log | Log created with a password |
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| log URL or log link | Direct URL for accessing the submitted log of any space on the web portal. The link is generated after the log recording is stopped. |
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| Fiddler dashboard | A central website for managing the Fiddler Jam and Fiddler Everywhere subscription plans and seats. Hosted at [https://dashboard.getfiddler.com](https://dashboard.getfiddler.com) |
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# Welcome to Fiddler Jam!
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Progress® Telerik® Fiddler Jam is a troubleshooting solution for end users and for support and development engineering teams, which is designed to help them easily and securely communicate between each other and quickly resolve issues.
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Progress® Telerik® Fiddler Jam is a troubleshooting solution for end users, and for support and development engineering teams, which is designed to help them easily and securely communicate between each other, and quickly analyze and resolve issues.
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<iframe width="853" height="480" src="https://www.youtube.com/embed/l0x1eGW2AUY" title="Fiddler Jam Intro on YouTube" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>
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The core components of Fiddler Jam are the Fiddler Jam Chrome Extension, which enables end users to capture HTTP or HTTPS network issues and submit logs in a secure environment, and the Fiddler Jam Portal, which stores these logs in the cloud for support and developer teams to locally replicate and further analyze those issues.
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The core components of Fiddler Jam are the Fiddler Jam Chrome Extension, which enables end users (or extension users) to capture HTTP or HTTPS network issues and submit logs in a secure environment, and the Fiddler Jam Portal, which stores these logs in the cloud for support and developer teams (or portal users) to locally replicate and further analyze those issues.
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What's more, both Fiddler Jam components are fully integrated with the [Fiddler Everywhere web-debugging tool](https://docs.telerik.com/fiddler-everywhere/introduction), which monitors, inspects, edits, and logs all HTTP and HTTPS traffic and provides a number of additional troubleshooting features.
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@ -22,7 +22,7 @@ The Chrome Extension is aimed at end users and helps them troubleshoot website i
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The Fiddler Jam Chrome Extension delivers a range of handy and end-user friendly features whose number and further development are not limited by the list in this section—the Fiddler team constantly invests efforts to improve the performance and add more value to the existing troubleshooting solution, and build on top of its available features.
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The Chrome Extension solution can be installed, pinned, and used by everyone with Google Chrome. It does not require you to log in or register, nor does it call for any advanced knowledge in technology or previous debugging experience.
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The Chrome Extension solution can be installed, pinned, and used by everyone with Google Chrome and is also available in the Google Web Store. It does not require you to log in or register, nor does it call for any advanced knowledge in technology or previous debugging experience.
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### Traffic Recording
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---
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title: Fiddler Jam Portal
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description: Essentials about using the Fiddler Jam cloud portal
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title: Overview
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description: "....essentials about using the Fiddler Jam cloud portal.."
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slug: fj-portal
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publish: true
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position: 10
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---
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# Fiddler Jam Portal
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# Fiddler Jam Portal Overview
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The [Fiddler Jam portal](https://jam.getfiddler.com) is the cloud space where logs submitted from you or other users can be viewed, organized, and analyzed. The Fiddler Jam portal is accessible only for users with active [Fiddler Jam portal subscriptions](#subscriptions). The Fiddler Jam portal provides various means to organize, access, and work with submitted logs. The portal allows [account owners]({%slug fj-users%}#portal-users) to set up different roles for the portal users with different access rights.
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Use the **Sign Out** option to log out the currently active user.
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## Subscriptions
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Fiddler Jam portal provides various subscription plans to accommodate the different user needs. Visit [https://www.telerik.com/fiddler-jam](https://www.telerik.com/fiddler-jam) for more information about the subscription plans.
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## Trial Plan
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Activate the trial plan through the [Fiddler dashboard](https://dashboard.getfiddler.com) to test the Fiddler Jam portal for 14 days. The trial period applies the quotas for the Business plan.
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## Trial Version and Commercial License
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Fiddler Everywhere offers a 30-day trial with a full-featured version of the tool—no restrictions! What’s more, you are eligible for complete technical support during your trial period in case you have any questions. To sign up for a free 30 day trial, go [here](https://www.telerik.com/download/fiddler-everywhere). In addition, [the Fiddler Everywhere dashboard panel]({%slug fiddler-dashboard%}) provides information and options for managing your subscription plans.
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Fiddler Jam offers a 14-day trial with a full-featured version of the tool—no restrictions! What’s more, you are eligible for complete technical support during your trial period in case you have any questions. To sign up for a free 14-day trial, go [here](https://jam.getfiddler.com/login). In addition, [the Fiddler Jam dashboard site](https://dashboard.getfiddler.com) provides information and options for managing your subscription plans.
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To use Fiddler Everywhere commercially, you need to purchase a license. The terms of use are fully described in the [Fiddler Everywhere License Agreement](https://www.telerik.com/purchase/license-agreement/fiddler-everywhere).
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To use Fiddler Jam commercially, you need to purchase a license. The terms of use are fully described in the [Fiddler Jam License Agreement](https://www.telerik.com/purchase/license-agreement/fiddler-jam).
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* For more information about the available subscription plans, go to the [Fiddler Everywhere purchase page](https://www.telerik.com/purchase/fiddler).
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* For more information on the available commercial and free support channels, refer to the article on the [available Fiddler Everywhere support options]({%slug support%}).
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* For more information on managing your subscription plan, refer to the [**Frequently Asked Questions** page](https://www.telerik.com/fiddler-jam/faq).
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* To subscribe to Fiddler Jam, refer to the [Fiddler Jam purchase page](https://www.telerik.com/purchase/fiddler-jam).
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* To activate licenses and seats, refer to the [Fiddler Jam dashboard site](https://dashboard.getfiddler.com).
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* For more information on the available commercial and free support channels, refer to the article on the [available Fiddler Jam support options]({% slug jam-support-page %}).
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support.md
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support.md
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---
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title: Support
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page_title: Support
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description: Fiddler Jam support options and service-level agreements
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description: "Check out the commercial, trial, and free support channels maintained by the Fiddler Jam troubleshooting solution tool."
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slug: jam-support-page
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published: true
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position: 900
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---
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# Fiddler Jam Support
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# Support Options
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## Who has access to support?
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Fiddler Jam provides a full-scale support for its paid subscription and trial users, and also maintains additional support channels where you can ask questions, submit feature requests, report bugs, and more.
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Users who have purchased a paid subscription can reach out to the Fiddler Jam team for help. The table below shows a comparison between the different plans and their respective level of support. All support options are subject to a fair usage policy.
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## Paid Subscription and Trial Users Support
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| | **Starter** |**Growth** | **Business** |
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|---|---|---|---|
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| Email support | __Standard Support__ | __Standard Support__ | __Priority Support__* |
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Fiddler license holders and anyone in an active trial can take advantage of the Fiddler Jam outstanding customer support delivered by the actual developers who built the tool. To submit a support ticket, use the [Fiddler support system](https://www.telerik.com/account/support-tickets).
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The subscription plan includes unlimited access to the Fiddler's dedicated support services. However, to keep providing an industry-leading support experience, we have instituted a fair usage policy for support services. Practically, this means that if customer activity exceeds at least ten times the average, it may be reviewed by a Fiddler support manager at any time to assess whether the number of support requests is excessive and the user is in violation of the fair usage policy.
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*With __Priority support__, your cases are escalated to the top of our queue.
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Support for paid subscription or trial users provides the following services:
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* Guidance on handling existing features—You will receive references to existing resources, which demonstrate the intended use of the product, and also information on the proper configuration of the product.
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* Confirmation of bug reports—You can count on our support for diagnosing and confirming reported product bugs. However, during the report investigation we may ask you to isolate the issue and provide additional information or steps to reproduce it.
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* Sharing available workarounds—If available, you will get suggested workarounds for confirmed product bugs or for performing scenarios that are not implemented as built-in functionalities. You will also receive information on releases containing a bug fix or an implemented feature request.
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## What is the Fair Usage Policy?
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## Free Support Channels
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Our product subscription includes **unlimited** access to the support service. In order to keep providing our industry-leading level of support, we have instituted a fair usage policy for our support services:
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A support manager will review customer activities that exceed at least ten times the average amount of support requests to determine if such activities are deemed excessive.
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If you are not a license holder or a trial user, you can use [a number of available support options](https://www.telerik.com/support/fiddler-jam):
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## How to contact support?
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* The [official Fiddler Jam documentation](https://docs.telerik.com/fiddler-jam/introduction) is public and available for all users. If you want to share your feedback on a specific article, fill in the **Was this article helpful?** form at the end and tell us more about whether the content was useful for you to successfully achieve what you wanted. For detailed information about how to create an issue or a Pull Request on the Fiddler Jam documentation, go to the [contribution instructions](https://github.com/telerik/fiddler-jam-docs#contributing).
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* For any features that have already been released, visit the [Fiddler Jam **Release History** page](https://www.telerik.com/support/whats-new/fiddler-jam/release-history).
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* If you still have a question unanswered, check out the [Fiddler Jam frequently asked questions section](https://www.telerik.com/fiddler-jam/faq).
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* Need something unique that is tailor-made for your project? Progress offers its [Progress Services](https://www.progress.com/services) group that can work with you to create any customized solution that you might need.
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To reach out to the support team, please send an email to support@getfiddler.com (available for accounts with activated Starter, Growth, or Business plan).
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## Suggested Links
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## What's included in Support?
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### Guidance for built-in features
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We provide guidance and explanation for the built-in features of the products. We provide clients with references to existing resources to demonstrate the intended use of the product. We also provide information on the proper configuration of the product.
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### Bug Confirmation
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We provide support to diagnose and confirm reported product bugs. In the process of investigating reports, we may request that clients isolate the issue and provide us with additional information, such as steps to reproduce it.
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### Workarounds
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We are committed to suggesting workarounds, when available, for confirmed product bugs. Where possible, we also provide information on releases containing a fix for a bug or an implemented feature request.
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* [Trial Version and Commercial License (Fiddler Jam Portal)]({% slug fj-portal %}#trial-version-and-commercial-license)
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