Welcome to Jama Support
Contact us by phone.
Please note that non-US phone numbers may not work with all mobile carriers, so we recommend the use of a landline to call Jama Support.
United Kingdom, Germany and Sweden
Sunday 3:00p-Friday 6:00p PT
(On-call support available Friday 6:00p-Sunday 3:00p PT for critical issues)
Standard US Support Hours
7:00a-5:00p PT Monday-Friday
Standard EMEA Support Hours
7:00a-4:00p GMT+1 Monday-Friday
Tickets may also be submitted via email to email@example.com
Need to migrate to Jama 8?
Before submitting a support ticket, we recommend visiting the Jama Community. There are many how-to articles, API resources, FAQs and user-submitted questions. If you're a self-hosted customer and experiencing a Sev 1, please see Troubleshooting an Outage on Jama 8.0 and Up to kickstart resolution.
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 (NSCs).
In order 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 he or she has assessed the situation using the information provided in the ticket and match it with the below definitions.
|1 (Critical)||Jama Connect is down or significantly reduced in a production environment|
|2 (Medium)||Impaired functionality of a major feature function or integration in a production environment|
|3 (Low)||Problems with Jama Connect running in a non-production environment; functional/general use questions and non-business impacting problems in a production environment|
We offer additional support programs for customers with complex instances and large user bases who are concerned about scale and efficiency across their organization. With a dedicated technical resource, additional partnership and advocacy within Jama, the Elite Support program ensures the optimal success of your deployment and overall experience.
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.