Welcome to Jama Customer Support
Premium US/EMEA and Enterprise Subscription License US/EMEA
24 X 7 Support
Legacy/Perpetual Support US
7:00 a.m. - 5:00 p.m. Pacific Monday - Friday
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
Direct: +1-971-930-1500, Option 4
Toll-free: (+44) 08081753078
All Other Locations
Submit A Support 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!
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.
|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.
On-Hold indicates the support engineer is working with internal Jama teams or Replicated to work towards a resolution on your behalf.
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.