Jama Connect® Self-Hosted Scope of Support

Published Date: February 12, 2024

Validated: Yes

Audience: Everyone

Products and Versions Covered:

Jama Connect®
Self-hosted, Private-Cloud, On-premises

Summary

Self-hosted deployments allow customers to host Jama Connect on their own infrastructure, offering:

Greater configurability
Increased infrastructure control
Custom environment management

However, this model requires:

Significant customer-owned infrastructure resources
Technical expertise
Ongoing operational effort
Responsibility for installation, configuration, maintenance, and upgrades

Important: Self-hosted customers are responsible for maintaining their environment, ensuring it remains up to date and compliant with supported versions and deployment guidelines.

Jama Software Support provides technical assistance only for supported versions and configurations. Support does not perform maintenance, patching, or upgrades on behalf of self-hosted customers.

Recommended Deployment

For most organizations, we recommend our cloud-hosted deployment options (Jama Connect Cloud or Customer-Validated Cloud) because they:

Reduce infrastructure management overhead
Eliminate upgrade and maintenance responsibility
Provide ongoing operational support from Jama Software engineers
Deliver a fully managed experience with predictable release cycles

Cloud-hosted deployments enable teams to focus on product development and requirements management rather than infrastructure maintenance.

Customer Deployment Services (CDS) for Self-Hosted

To support customers with self-hosted responsibilities, Jama Software offers Customer Deployment Services (CDS) – Install / Upgrade Consultation.

These services provide expert guidance to ensure:

Proper installation
Correct configuration
Successful upgrades
Alignment with deployment best practices

CDS helps reduce risk and improve operational confidence for self-hosted environments.

Resolution

Scope of Support

Given the flexibility and complexity of self-hosting, Jama Software defines a clear support boundary.

Support:

Specifies which components are fully supported
Clarifies reasonable-effort support areas
Defines shared responsibility between the customer and the vendor

Supported Architecture Components

Jama Software Support fully supports:

Jama Core Application

Includes:

Application services
Containers
Core functionality
SAML connection configuration

To ensure supportability:

Follow recommended OS configurations
Allocate sufficient memory and storage
Use supported container runtimes
Deploy required supporting software per documentation

The Jama application server must be dedicated exclusively to Jama Connect. No additional applications or databases should run on the same server.

Traffic Control & Network Connectivity

Support Assistance:

We help troubleshoot application connectivity issues to the database.

Not Supported:

Firewalls
Proxies
iptables
Network traffic controls
Customer-managed routing infrastructure

Network configuration remains the customer’s responsibility.

Containerd

Containerd manages container lifecycle operations for Jama Connect.

Capabilities:

Starts and stops containers
Maintains container isolation
Handles runtime execution

Jama Software validates and supports containerd as part of the deployment model.

Replicated KOTS

Replicated KOTS orchestrates Docker containers within Kubernetes.

Each deployment requires:

A unique license file (.yaml)
Upload to the KOTS Admin Console

Key Components

kotsadm (UI)
Core administrative service for managing deployment, configuration, and updates.

Admin Console
Web interface for managing applications, upgrades, and configurations.

Deployment Engine
Manages scaling and deployment inside the Kubernetes cluster.

Preflight Checks
Validates cluster readiness before deployment to prevent failures.

kotsadm-postgres
Hosts the PostgreSQL database for KOTS administrative data.

kurl-proxy-kotsadm
Provides a secure tunnel between the user’s machine and the KOTS service.

Tenant Manager

The Tenant Manager:

Provisions Jama Connect during initial setup
Applies licenses on startup
Applies updated licenses
Supports version upgrades upon approval

After completing provisioning tasks, the pod automatically deletes itself.

Connect Drainer

The Connect Drainer prepares the system for upgrades by:

Draining running processes
Unscheduling Quartz jobs
Stopping background tasks before upgrades

This prevents conflicts during upgrade execution.

Jama Core Services

Tomcat
Application server container (not configurable).

API
Enables programmatic access for batch or automation workflows.
Support assistance: Up to one hour per case.

Velocity
Reporting engine integrated with Jama Connect.
Support assistance: Up to one hour per case.

Java
Core runtime dependency.
Support assists with Java Management Extensions (JMX) configuration if required.

Search Services

Search Service
Uses OpenSearch to aggregate data from Jama Core for fast search functionality.

OpenSearch
Open-source search and analytics engine providing indexing and search capabilities.

Additional Core Services

Diff
Compares document versions and visualizes changes in UI and reports.

Nginx
Provides load balancing across microservices.

ActiveMQ
Manages background tasks, including:

Email processing
Batch operations

Hazelcast
Provides in-memory caching to improve database performance.

Authentication & Identity

SAML (IdP)
Support does not configure Identity Providers.

Support assists with:

Configuring the SAML connection
Troubleshooting authentication integration

OAuth
Standard authorization protocol used for secure API access.

SSO (Crowd / LDAP)
Support does not configure the identity provider itself but assists with connecting it to Jama Connect.

Infrastructure Components

Mail Server
Support assists with connectivity between Jama Core and the mail server.
Support does not configure the mail server.

Database Server
Support:

Provides connection guidance
Defines minimum requirements

Not provided:

Database sizing recommendations
Database performance tuning

Sizing depends on usage patterns.

Local Storage
Support:

Provides storage capacity recommendations

Not supported:

Disk mounting
Partitioning
Provisioning

Additional Resources:

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