Date: August 30, 2023
Author: Amanda Jennewein
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||24 hours||48 hours||72 hours|
|Legacy||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. Submit A Request Online
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.
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.
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24 X 7 Production Outage Support
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Legacy/Perpetual Support EMEA
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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 partnerships within Jama. To hear more we recommend visiting Jama Software's Premium Support Plan, and partnering with your Customer Success Manager today!
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