Author: Amanda Jennewein
Updated: July 2025
Audience: Self-hosted customers
Summary
When introducing Jama Connect® to the enterprise, customers—whether considering deployment options or already using the platform—can choose between two deployment models:
Cloud: Jama Connect Cloud, where Jama Software’s engineers manage server health, maintenance, and version upgrades, providing a fully managed experience.
Self-Hosted: Hosting Jama Connect on your servers offers greater configurability and control, but it also requires significant customer-owned resources, technical expertise, and ongoing effort to install, configure, maintain, and upgrade the environment.
Important: As a self-hosted customer, your organization is responsible for maintaining your Jama Connect environment. This includes ensuring it is kept up-to-date and compliant with our supported versions and deployment guidelines.
Jama Software Support provides technical assistance only for supported versions and configurations. We don't do maintenance, patching, or upgrades for you.
- To assist customers with these responsibilities, Jama Software offers professional services for guided installation and upgrades. These services provide expert support to help ensure your self-hosted environment is correctly configured and up-to-date.
Scope of Support
Given the flexibility and complexity of self-hosting, Jama Software has defined a clear scope of support for Jama Software Support. This scope:
Specifies which areas we fully support versus those covered under reasonable-effort support
Helps customers understand what to expect from our support team
Clarifies how we partner with you to resolve in-scope issues effectively
This diagram defines the areas that Jama Software Support fully covers: the Jama Core application, its associated containers, and the setup of SAML connection(s). To ensure full supportability, Jama Software provides recommended configurations for the operating system, memory allocation, storage drivers, and other supported software required for Jama Connect to run reliably.
While we do not support customer-managed networks or traffic controls, we may offer guidance to help ensure compatibility. In other words, we fully support the configuration of the Jama Core to interact correctly with accessory servers and services, such as the database server; however, the underlying network infrastructure remains the customer’s responsibility.
Traffic Control:
Jama Software Support can guide you if your application server is having trouble connecting to your database. Still, we do not troubleshoot customer-managed firewalls, proxies, iptables, or other network traffic controls.
Jama App Server:
Jama Software Support fully supports the Jama application server and its contents, providing recommendations for optimal configuration. To ensure full supportability, the Jama application server must be dedicated exclusively to Jama Connect—no other databases or applications should reside on this server.
Containerd:
A container runtime that manages the execution environment for Jama Connect containers. It handles container lifecycle operations such as starting, stopping, and maintaining container isolation. Jama Software Support validates and supports containerd as part of the deployment approach.
Replicated KOTS:
Replicated KOTS orchestrates Jama Connect’s Docker containers within Kubernetes. Each deployment requires a unique license file (.yaml), which must be uploaded to the KOTS Admin console.
Key components include:
kotsadm (UI): The core KOTS Admin pod responsible for all administrative tasks within the KOTS application.
Admin Console: The web interface used to manage KOTS applications, handling deployment, configuration, and updates through a user-friendly UI.
Deployment Engine: Manages deployment and scaling of KOTS applications within the Kubernetes cluster.
Preflight Checks: Runs validations before deployment to ensure cluster compatibility and readiness, preventing deployment failures.
kotsadm-postgres: Hosts the PostgreSQL database for the KOTS Admin service, storing application data, user information, and configurations.
kurl-proxy-kotsadm: Provides a secure tunnel (kurl proxy) between the user’s local machine and the KOTS Admin service inside the Kubernetes cluster.
Tenant Manager:
The Tenant Manager service handles the initial provisioning of Jama Connect and applies your Jama license on each startup, including any updated licenses. When new Jama Connect versions are available, the Tenant Manager can help you upgrade to the latest version upon your approval. After completing its tasks, this pod automatically deletes itself.
Connect Drainer:
The Connect Drainer prepares Jama Connect for upgrades by “draining” the application. It instructs Jama Connect to unschedule and stop any running Quartz jobs to prevent issues during the upgrade process.
Jama Core:
This container includes the following essential services:
Tomcat: The application server container that is not configurable.
API: Provides programmatic access for batch transactions or scripting. Jama Software Support assists for up to one (1) hour per case related to API usage.
Velocity: Two reporting engines integrated with Jama Connect. Jama Software Support assists with Velocity issues for up to one (1) hour per case.
Java: Jama Connect relies on Java for its robustness and versatility. Jama Software Support can assist with Java Management Extensions (JMX) settings if necessary.
Search Service:
The Search Service handles Jama Connect-specific search functions by leveraging the OpenSearch service to aggregate data from the Jama Core. This enables fast and efficient data access for various Jama Connect tasks.
OpenSearch:
OpenSearch is a fully open-source fork of Elasticsearch and Kibana, providing a secure and high-quality search and analytics suite for Jama Connect.
Diff:
The Jama Diff service enables users to compare different versions of documents, clearly visualizing changes in both the user interface and generated reports for improved clarity and usability.
SAML Identity Provider (IdP):
Jama Software Support does not provide configuration support for the Identity Provider (IdP), whether internal or external. However, we will assist with setting up and troubleshooting the SAML connection between the IdP and Jama Connect®.
OAuth:
OAuth (Open Authorization) is a standard protocol that enables a website or application to access resources hosted by other web applications on behalf of a user. It is commonly used to grant secure access to remote APIs or user data without sharing credentials.
Nginx:
Nginx is a standard web server that primarily provides load-balancing functionality among the various microservices within a Jama Connect installation.
ActiveMQ:
Jama Connect utilizes ActiveMQ to manage various background tasks, including email processing and batch operations.
Hazelcast:
Hazelcast is an open-source in-memory data grid used for database caching, providing fast, in-memory access to frequently used data to improve Jama Connect’s performance.
SSO(Crowd/LDAP):
Jama Software Support does not provide configuration assistance for the Identity Provider (IdP) itself, but will assist in setting up and troubleshooting the connection between the IdP and Jama Connect.
Mail Server:
Jama Software Support assists with connecting Jama Core to your mail server, but does not offer support for configuring the mail server itself.
Database Server:
Jama Software Support provides server requirements and supports the connection between the Jama application server and the database server. However, sizing recommendations for the database server are not provided, as they depend on your specific usage patterns and platform.
Local Storage:
Jama Software Support provides recommendations on required storage capacity but does not assist with mounting, partitioning, or provisioning of disk space.
Jama Connect Interchange™ (JCI):
JCI enables customers to integrate Jama Connect Cloud or Self-Hosted deployments with other best-of-breed tools, allowing automatic synchronization of requirements and the execution of complex calculations, logic statements, and Excel operations.
Planview Hub (formerly Tasktop):
Jama Software Support does not provide direct support for Planview Hub. For issues unrelated to Jama Connect, we will connect you with Planview’s support team.
Related Resources:
- Self-hosted: Install / Upgrade Consultation
Setting up the Jira Integration with Jama Connect Interchange™
Please feel free to leave feedback in the comments below.
Related to
- image.png300 KB
- Jama_Connect_9.6.0_User_Guide.pdf20 MB
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