As part of your Maintenance and Support contract with Jama Software®, all support inquiries, solution offerings, and paid professional services requested via the Jama Software® Support Portal (including web, phone, and chat) must go through your company’s Named Support Contacts (NSCs). Requests for solution offerings submitted through the Success Catalog must also comply with the NSC requirement. There are several important reasons for this:
- Process: Many of our customers have an internal team that supports Jama; directing requests through this team ensures internal processes and expertise are honored.
- Security: Jama Support often requests system changes (particularly in our Cloud environment), and we want to be sure we are dispensing this advice to the individuals responsible for Jama's overall health. For this reason, we do not allow distribution lists, list serves, or shared inboxes to be designated as NSCs.
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Domain Expertise: Each customer uses Jama differently, and routing questions through your company’s Named Support Contacts ensures that business processes or unique use cases are considered and addressed.
- Cloud customers require functional contacts. These contacts act as local Jama Connect experts, have Org Admin permissions, have received training on using the tool, and understand company use cases.
- Self-hosted customers should have system admin contacts and the functional contacts described above. Sys admins are necessary if there are performance or unavailability issues in Jama Connect; we expect a Linux admin with permissions to the app server and a database admin with knowledge of the type used locally. One contact must be available between 9 a.m. and 5 p.m. Pacific.
If a non-named Support Contact reaches out through the Support Portal, we will instruct them to direct their inquiry to one of your company's Named Support Contacts. Please note that non-named Support Contacts can still participate in support requests by being copied on the ticket.
If you need to update your organization's Named Support Contacts (NSCs), please have a designated Named Support Contact submit a request using the Named Support Contact (NSC) Management form on the Jama Software® Support Portal. Additionally, all registered customers are encouraged to engage in discussions or ask questions to their peers in the Jama Software® User Community.
Additional Documentation & Resources:
- How do I create a support portal account?
- How to View All of your Organization's Support Tickets
- Jama Software® Subscriptions Maintenance and Support Service Services Agreement
- Customer support hours and the toll-free phone numbers for Severity 1 - Production issues
- Product Severity, Ticket Priority, and Service-Level Agreements
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