Product Severity, Ticket Priority, and Service-Level Agreements (SLA)

Amanda Jennewein
Amanda Jennewein
  • Updated

Date: August 30, 2023

Author: Amanda Jennewein

Audience: Everyone

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 you submit your request, please identify the business impact of your issue by selecting the appropriate priority: low, normal, high, or urgent. 

Severity Definition
1 (Critical) Jama Connect is down or significantly reduced in a production environment
2 Impaired functionality of a significant 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 would like 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


You can interpret your support ticket's status by looking at one of five hard-coded labels in our ticketing system. These labels are not customizable, so we want to explain how to understand them best.  Submit A Request  Online

New: indicates that Jama Support has received the ticket, but action still needs to be 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. If a bug was filed, this may be an answer to the question, a technical conclusion, or a defect ID. 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.


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

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