Welcome to Jama Customer Support

Support Hours

Premium US/EMEA and Enterprise Subscription US/EMEA
24 X 7 Production Support

Legacy/Perpetual Support US
3:00 p.m. Sunday - 6:00 p.m. Friday Pacific Time

Legacy/Perpetual Support EMEA
7:00 a.m. - 4:00 p.m. GMT+1 Monday - Friday

Maintenance & Support Terms
Additional Policies & Agreements

Reach us by phone

United States
Toll-free: 1-800-679-3058
Direct: +1-971-930-1500, Option 4

India
Toll-free: +910008009191624

United Kingdom
Toll-free: (+44) 08081753078

Finland
Toll-free:+358800145761

Sweden
Toll-free: +4620881303

All Other Locations
Submit A Request Online

We offer additional support programs for customers with complex instances and large user bases. With a dedicated technical resource, you will gain advocacy and closer partnership within Jama. To hear more we recommend visiting Jama Software's Premium Support Plan, and partnering with your Customer Success Manager today!

Before submitting a support ticket, we recommend visiting the Jama Software User Community. There are many how-to articles, API resources, FAQs, Popular Resources, and user-submitted questions. You may also find the Jama Connect User Guide to be helpful in many situations. We strongly recommend you validate Supported Software, Environments and System Requirements.

If you're a self-hosted customer and experiencing a Production Outage or Severity 1, please see Troubleshooting an Outage on Jama 8.0 and Up to kickstart resolution. If you are on Jamacloud and suspect an issue, use our status page to see if all systems are fully operational. Self-hosted customers, please note; Jama Connect 9.0 and future releases are only available via a KOTS deployment..

To submit a new request, select Submit a 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 (NSCs). If you would like to view all of your organization's support tickets, see this article for details on enablement.

To streamline the prioritization of tickets as they come in, the Support team includes a Severity field on the internal ticket form. A Support Engineer will select this value once they have assessed the situation using the information provided in the ticket and matched it with the below definitions. When submitting your request, please identify the business impact of your issue by selecting the appropriate priority; low, normal, high, or urgent.

Severity Definition
1 (Critical) Jama Connect is down or significantly reduced in a production environment
2 Impaired functionality of a major feature function or integration in a production environment
3 Problems with Jama Connect running in a non-production environment; functional/general use questions and non-business impacting problems in a production environment

Based on the assessed severity of the issue and your organization's purchased support program, we aim to achieve the following service-level objectives for our responses.

Support Program Severity 1 Severity 2 Severity 3
Premium 1 hour 2 hours 8 hours
Enterprise Subscription License 24 hours 48 hours 72 hours
Legacy/Perpetual 48 hours 72 hours 96 hours

When logged into the Support portal, you may see your support ticket labeled with one of five statuses. These are hard-coded into our ticketing system and not customizable, so we'd like to share how you can best interpret them.
New indicates that Jama Support has received the ticket, but no action has been taken.
Open indicates a ticket has been assigned to a support engineer and is in progress. It is waiting for action by the support engineer.
Pending indicates the support engineer is waiting for more information from the requester. When the requester responds with a new comment, the ticket status is automatically reset to Open.
Solved indicates the support engineer has submitted a solution. This may be an answer to the question, a technical conclusion, or a defect ID in the case a bug was filed. Requesters can reply to tickets when in this state and they will reopen. Note that we do not keep tickets open if the ultimate resolution is a code change to the Jama Platform.
Closed indicates that no additional comments or changes can be made to the ticket. Once a ticket has been Solved for 7 days, it rolls into a Closed status.

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