Manage Named Support Contacts (NSCs)

Published Date: July 17, 2023

Validated: Yes

Products and Versions Covered: 

• Jama Connect®
• Jama Connect Interchange™
• Jama Connect Advisor™
• Jama Connect Datatap™

Summary

A Named Support Contact (NSC) is an authorized contact who can work directly with Jama Software® Support and submit support and training requests on behalf of an organization.

During onboarding, the Jama Delivery Contact is designated as the organization's initial NSC. Additional NSCs can be added based on the organization's support plan.

Each NSC must have an individual Support Portal account associated with their company email address. Shared inboxes and distribution lists cannot be used as NSC accounts.

NSC Entitlements

The number of NSCs available depends on your organization's support plan:

If your organization has reached its NSC limit, an existing NSC must be removed before another can be added.

NSC Requirements

For Cloud customers, NSCs are typically functional contacts who:

• Understand their organization's Jama Connect configuration and workflows.
• Often serve as Org Admins.
• Have completed relevant Jama training.

For Self-Hosted customers, NSC coverage should include both functional and technical expertise, including:

• A Linux system administrator with application server permissions.
• A database administrator familiar with the organization's environment.
• At least one NSC available between 9:00 a.m. and 5:00 p.m. PT to coordinate with Jama Software Support.

Resolution

Set Up Your Support Portal and NSC Access

If you are your organization's Jama Delivery Contact, you are designated as the initial NSC. Complete the following steps to activate your access:

1. Create your Jama Support Portal account using your company email address.
2. After registering, notify your Jama Account Executive, Customer Success Manager, or delivery contact. Your Jama contact will coordinate the remaining steps to activate your NSC access.
3. Once your NSC access is activated, sign in to the Jama Software Support Portal to submit and manage requests based on your organization's entitlements.

Each NSC must create and verify an individual Support Portal account before submitting support requests.

Add, Remove, or Update an NSC

An active NSC must submit a Named Support Contact (NSC) Management Request through the Support Portal to update the organization's NSC list.

Include:

• The name and company email address of each NSC to add, remove, or update.
• Whether a new NSC is replacing an existing contact when the organization's NSC limit has been reached.

Each NSC must use an individual company-domain email address. Shared inboxes and distribution lists are not permitted.

Include Other NSCs on Support Requests

NSCs can view or follow requests submitted by other NSCs through the Support Portal when organization-level sharing is enabled. However, this does not automatically subscribe all NSCs to email notifications for those requests.

To receive ticket email notifications, each applicable NSC must be added to the CC field on the support request.

The Support platform does not currently support automatically adding all NSCs associated with an organization to the CC field.

Unable to Submit a Support Request

If you are an NSC but do not see Submit a Request in the Support Portal:

1. Confirm that you are signed in with the company email address registered for your NSC access.
2. Create a Support Portal account if you have not already done so.
3. Verify your email address using the confirmation email sent during account registration.
4. Allow a short period for NSC permissions to update after account verification or an NSC change.
5. If you still cannot submit a request, contact your Jama Software Customer Success Manager.

Additional Resources: 

• Success Programs
• Success Catalog
• Datasheets
• Request a Solution Offering or Training from the Success Catalog

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