Understanding Jama Software® Support: Support Levels, Severity, Priority, Status, and SLAs

Published Date: November 10, 2023

Validated: Yes

Audience: Everyone

Products and Versions Covered:

Jama Software® supports customer versions for 18 months from their release date.
Jama Connect Interchange™
Jama Connect Advisor™
Jama Connect Datatap™

Summary

This article explains what customers can expect when working with Jama Software® Support, including:

The level of technical support available for Jama Connect® Self-Hosted environments.
How Jama Software determines the Severity of a support request.
How customer-selected Priority communicates business impact.
Initial response targets associated with service-level agreements (SLAs).
How ticket statuses appear in the Support Portal.

For Jama Connect Self-Hosted, the level of technical support available depends on Jama Software's Scope of Support, the support status of the installed Jama Connect version, and the supported software and system requirements for that specific version.

Self-Hosted may also be referred to as on-premises by customers. For the purposes of this article, Self-Hosted includes both KOTS and

Kubernetes-Native deployments of Jama Connect.

A Jama Connect version being within its supported lifecycle does not necessarily mean that every component, configuration, or third-party technology in the customer's environment is supported. The software, infrastructure, and configuration associated with the deployment must also meet the documented requirements for that Jama Connect version.

Severity, Priority, SLA response targets, and Support Level serve different purposes. Severity and Priority describe the impact and urgency of an issue, while Support Level determines the scope of technical assistance Jama Software can provide.

Resolution

Jama Connect Self-Hosted Support Levels

The level of technical support available for a Self-Hosted deployment depends on both the Jama Connect version and the environment in which it is deployed.

Support Level	Support Criteria	What to Expect
Full Support	The Jama Connect version is less than 18 months old and within the supported version policy, and the deployment meets the supported software and system requirements documented for that version.	Full technical troubleshooting and support within Jama Software's Scope of Support.
Reasonable/Limited Effort Support	The Jama Connect version is supported, but the reported issue involves software, infrastructure, configuration, or other components that fall outside the supported requirements or Jama Software's Scope of Support.	Reasonable-effort assistance may include guidance, available documentation, known solutions, and, when applicable, referrals to the appropriate third-party provider.
Unsupported	The Jama Connect version is outside the supported version policy, or the environment includes software or configurations that are explicitly unsupported for that Jama Connect version.	Support can provide relevant documentation and guidance on migrating to a supported Jama Connect version and environment.

The applicable Support Level determines the scope of technical assistance available for the reported issue. Severity, Priority, and SLA response targets do not override the support status of the Jama Connect version, software, infrastructure, or configuration involved.

Severity Definitions

Severity represents the technical impact of the reported issue and is used by Jama Software to guide prioritization.

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

Service-level agreement (SLA) response times represent the target for the initial response to a support request based on the customer's applicable SLA tier and the Severity assigned to the issue.

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

SLA initial response targets do not represent a guaranteed resolution time and do not change the Support Level applicable to the reported issue.

Ticket Priority

When submitting a support request, customers select a Priority to indicate the issue's business impact.

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.

Priority represents the customer's assessment of business impact. Jama Software evaluates the technical circumstances of the reported issue to determine the applicable Severity.

Ticket Statuses

Support ticket statuses communicate where a request is in the support process. Some internal ticket statuses are grouped into a simplified status displayed in the Support Portal.

Ticket Status	Customer's Ticket Status
Open	Open
Pending	Awaiting your reply
Solved	Solved
Closed	Solved

Notes:

Open – The Support team is actively working on the request. The open status may also indicate that support is awaiting an internal action, an investigation, or another dependency. No customer action may be required at this time.
Awaiting your reply – The Support team is waiting for input from the customer.
Solved – Support has completed its work, provided the applicable guidance or next steps, or the request has moved to Solved after the customer did not respond to follow-up reminders. The request can still be reopened for a limited period.
Closed – The request has completed the support lifecycle and can no longer be reopened.

Solved vs. Closed

A request may move to Solved when the issue is resolved, Support has provided the applicable answer, workaround, guidance, or next steps, or Support cannot continue without requested customer information.

When a request is Awaiting your reply, Support sends follow-up reminders by email. If no response is received, the request may be automatically marked as Solved. Customers can reopen a Solved request within seven (7) days by replying about the original issue.

After seven days, the request moves to Closed and can no longer be reopened. Both Solved and Closed requests display as Solved in the Support Portal.

If additional assistance is needed after a request is Closed, submit a new support request. For a continuation of a previously closed request, enter the previous ticket number in the Previous/Related Ticket Number field. This helps Support quickly review the previous request and continue with the appropriate context.

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

Additional Resources

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