A Guide to Severity, Priority, Status, and SLAs in Jama Software® Support

Published Date: November 10, 2023

Validated: Yes

Audience: Everyone

Products and Versions Covered:

Jama Connect® version(s)
Jama Connect Interchange™ version(s)
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

When submitting a support request through the Jama Software® Support Portal, customers are asked to identify the business impact using the Priority field (Low, Normal, High, Urgent).

Internally, our team uses the Severity field to guide prioritization and align with SLA targets. Understanding Severity, Priority, and Ticket Status helps ensure timely resolution and appropriate escalation of issues.

Resolution

Severity Definitions

Severity	Definition
1 (Critical)	Jama Connect® is either inaccessible or experiencing a significant reduction in accessibility in a production environment.
2	A significant feature, function, or integration is experiencing a significant reduction in a production environment.
3	Problems with Jama Connect® in a non-production environment. General use questions and non-critical issues in a production environment.

Service-Level Initial Response Times

SLA Tier	Sev 1	Sev 2	Sev 3
Enterprise Premium	1 hr	2 hr	8 hr
Enterprise	2 hr	24 hr	48 hr

Ticket Statuses

In the customer portal, ticket statuses align as follows:

Ticket Status	Customer's Ticket Status
New	Open
Open	Open
Pending	Awaiting your reply
On-hold	Open
Solved	Solved
Closed	Solved

Notes:

Open – the support team is actively working to resolve the request
Awaiting your reply – the support team is waiting for input from the end-user
Solved – the request has been resolved

Customers can reopen a solved request within seven (7) days if it relates to the original issue or question.

You can view the ticket status in the Status column of the Support Portal.

Ticket Priority

Customer-selected Priority	Definitions
Low	Minor issue, little or no business impact.
Normal	Moderate impact, does not affect essential functions.
High	Significant business impact affecting productivity or deadlines.
Urgent	Immediate impact on production, requiring fast resolution to prevent risks.

Additional Resources

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