Updated: October 2024
Author: Amanda Jennewein
Audience: Everyone
Summary
Our support ticketing system includes a Severity field in the internal ticket form to streamline ticket prioritization. Severity is determined by the definitions below. When you submit a request, please identify the business impact of your issue by selecting the appropriate priority: low, normal, high, or urgent.
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. |
Based on the severity of the issue assessed and your organization's purchased support program (SLA Tier), we aim to achieve the following service-level objectives for our response times, listed in hours.
| SLA Tier | Sev 1 | Sev 2 | Sev 3 |
| Premium | 1 hr | 2 hr | 8 hr |
| Enterprise | 24 hr | 48 hr | 72 hr |
| Legacy | 48 hr | 72 hr | 96 hr |
What are the different ticket statuses in the customer portal?
| Ticket Status | Help Center Request |
| New | Open |
| Open | Open |
| Pending | Awaiting your reply |
| On-hold | Open |
| Solved | Solved |
| Closed | Solved |
The system customer-facing ticket statuses are:
- Open - the support team is working to resolve the request
- Awaiting your reply - the support team is waiting for the end-users reply
-
Solved - the request was resolved
- Customers can reopen a solved request within seven (7) days if it relates to the original issue or question.
You can find the ticket status in the "Status" column.
Ticket Priority
When submitting requests through the Jama Software® Support Portal, customers identify the priority, which the business impact should determine. You have the following options to choose from when submitting your request.
| Customer-selected Priority | Definitions |
| Low | Minor issue with little or no business impact. |
| Normal | The issue has a moderate business impact but does not affect essential functions. |
| High | Significant business impact, affecting productivity or project deadlines. |
| Urgent | Immediate business impact that needs to be resolved to prevent further risks or delays in a production deployment. |
Additional Documentation & Resources:
Jama Software® Subscriptions Maintenance and Support Service Services Agreement
Customer support hours and the toll-free phone numbers for Severity 1 - Production issues
Named Support Contacts Explained
Related to
- Authentication
- Relationships
- Administration
- Testing
- REST API and extensibility
- Reports
- Microsoft Word
- Microsoft Excel
- Installation
- Migration
- Coverage and traceability
- Traditional
- Jama Connect Interchange™
- Customer-Validated Cloud
- Security
- Diagram/Graph Editor
- Jama Software® Subscriptions Maintenance and Support Service Agreement
- Supported
- Item Configuration
- Deployment Migration
- Integrations
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