Manage Named Support Contacts (NSCs)

Published Date: July 17, 2023

Validated: Yes

Audience: Everyone

Products and Versions Covered:

Jama Software®
Solution Offerings, Training, and Technical Services

Summary

A Named Support Contact (NSC) is an individual authorized by their organization to work directly with Jama Software® and submit technical Support requests and requests for Solution Offerings, Training, and Technical Services.

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 Jama Software® Support Portal account registered with their company email address. Creating a Support Portal account does not automatically make a user an NSC.

Shared inboxes and distribution lists cannot be used for NSC accounts.

NSC Entitlements

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

Support Plan	NSCs per Production Instance
Premium-Enterprise	6
Enterprise	4

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

NSC Requirements

For Cloud/CVC customers, NSCs should understand their organization's Jama Connect® configuration and workflows. NSCs often serve as Organization Administrators and should have appropriate Jama Connect training and product knowledge.

For Self-hosted customers, NSC coverage should include the functional and technical expertise needed to support the organization's environment, including:

A Linux system administrator with appropriate 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 Initial NSC Access

If you are your organization's Jama Delivery Contact, you are designated as the initial NSC during onboarding.

To activate your access:

Create and verify your individual Jama Software® Support Portal account using your company email address. See How to Create a Jama Software® Support Portal Account for instructions.
Notify your Jama Account Executive, Customer Success Manager, or Jama Software contact after completing registration. Your Jama contact will coordinate activation of your NSC access.
After your NSC access is activated, sign in to the Jama Software® Support Portal to submit and manage technical Support requests.

Each NSC must create and verify an individual Support Portal account before NSC access can be used.

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.

Provide:

The name and company email address of each NSC to add, remove, or update.
The NSC being replaced if your organization has reached its NSC limit.

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

View and Follow Your Organization's Support Requests

NSCs can view or follow requests submitted by other NSCs through the Support Portal when organization-level sharing is enabled.

Access to an organization's requests does not automatically subscribe every NSC to email notifications.

To receive email notifications for a specific Support request, an NSC must be added to the CC field on that request when submitted.

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

For more information, see How to View and Subscribe to Your Organization's Support Tickets.

Unable to Submit a Support Request

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

Confirm that you are signed in with the company email address associated with your NSC access.
Confirm that you created and verified your Support Portal account.
Sign out of the Support Portal and sign back in.
Try signing in from a private or incognito browser window to rule out issues with an existing browser session, cached data, or cookies.
If your NSC access was recently added or changed, allow a short period for the updated permissions to take effect.

If you still cannot submit a technical Support request, contact your Jama Software Customer Success Manager for assistance.

For account registration or sign-in guidance, see How to Create a Jama Software® Support Portal Account.

Additional Resources:

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