Managing Named Support Contacts (NSCs)

Published Date: July 17, 2023

Validated: Yes

Audience: Everyone

Products and Versions Covered:

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

IMPORTANT: Access to the REST API is limited to users with a Named Creator Jama Connect license, including endpoints in v1, labs, and SCIM. Users without a Named Creator Jama Connect license, including those with a Creator Float License, do not have access.

Summary

To work directly with Jama Software® Support, you must be designated as a Named Support Contact (NSC) for your organization and have an active account in the Support Portal. NSCs are the authorized points of contact responsible for submitting support requests, collaborating on solutions, and coordinating professional and technical services.

Depending on your support agreement, your organization may request updates to its NSC list if the following conditions are met:

You are already an active NSC for your organization
Your organization has not exceeded the maximum number of NSCs allowed by its agreement type

NSC Entitlements by Agreement Type

Agreement Type	Entitled NSCs/Production Instance
Premium-Enterprise	6
Enterprise	4

Important: If your organization has reached its maximum number of NSCs, an existing NSC must be removed before adding a new one.

Why NSC Registration Is Required

Named Support Contacts enable secure, accountable, and efficient support interactions. By routing requests through designated individuals, your organization can:

Align Processes – Leverage internal expertise and maintain consistent workflows
Ensure Security & Accountability – Only approved individuals may submit requests; shared inboxes or distribution lists are not permitted
Provide Domain Expertise – NSCs understand your Jama Connect® configuration and workflows, allowing Support to deliver more relevant guidance

NSC Requirements by Deployment Type

Cloud Customers

NSCs are typically functional contacts
Often serve as Org Admins
Have completed Jama training

Self-Hosted Customers

NSC coverage must include both functional and technical contacts:
A Linux system administrator with application server permissions
A database administrator familiar with your environment
At least one NSC available between 9:00 a.m. and 5:00 p.m. PT to coordinate with Jama Support

Creating Your Jama Software® Support Portal Account

Each NSC must create an individual Support Portal account to engage with Jama Support. This ensures secure access, accountability, and efficient communication.

🔐 Note: The Support Portal is separate from the Jama Software® User Community. Each platform requires its own account.