Quite often, the fastest way of getting support is by submitting a request online. Before submitting a support ticket, we recommend visiting the Jama 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 Severity 1, please see Troubleshooting an Outage on Jama 8.0 and Up to kickstart resolution. Self-hosted customers, please note; that the Support team will prioritize helping you upgrade your instance to a supported version of Jama Connect before any troubleshooting, including if your team is experiencing a Severity 1 issue. If you are on Jamacloud and suspect an issue, use our status page to see if all systems are fully operational.

If you would like to create a ticket, select Submit a Ticket 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 (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.

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.