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.
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 EU Support Hours
7:00a-4:00p GMT+1 Monday-Friday
Tickets may also be submitted via email to firstname.lastname@example.org
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.
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 or Analyze 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 or Analyze running in a non-production environment; functional/general use questions and non-business impacting problems in a production environment|