Before submitting a support ticket, we recommend visiting the Jama Support Community (select the Community tab above). There are many how-to articles, API resources, FAQs and user-submitted questions, so it is possible you will find your answer there.
If you would like to create a ticket, select Submit a Request above to create a new ticket or Check Your Existing Requests for the status of previous tickets. Please note that tickets must be submitted by one of your organization’s Named Support Contacts.
In order to streamline the prioritization of tickets as they come in, the Support team includes a Severity field on the ticket form. A Support engineer will select this value once he or she has assessed the situation given the information in the ticket. When we ask ourselves, "What is the severity of this issue?," we will look to the following definitions:
|1||Jama is down or significantly reduced in a production environment|
|2||Impaired functionality of a major feature or function in a production environment|
|3||Problems with Jama running in a non-production environment, functional/general use questions and non-business impacting problems in a production environment.|