Welcome to Jama Support
Sunday 10:00 p.m. - Friday 6:00 p.m. Pacific
(On-call support available Friday 6:00 p.m. - Sunday 10:00 p.m. Pacific for critical issues)
7:00 a.m. - 5:00 p.m. Pacific Monday - Friday
7:00 a.m. - 4:00 p.m. GMT+1 Monday-Friday
Reach 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
Tickets may also be submitted via email to firstname.lastname@example.org
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 advocacy and closer partnership within Jama, the Elite Support program ensures the optimal success of your deployment and overall experience.
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.
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 tickets, see this article for details on enablement.
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||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|
|Enterprise||1 hour||4 hours||24 hours|
|Enterprise Essentials||1 hour||2 hours||16 hours|
|Enterprise Elite||1 hour||2 hours||8 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.