Request forms - which do I choose when submitting a request?

Author: Amanda Jennewein

Updated: September 2024

Summary

This article offers guidance for submitting a request through the Jama Software® Support Portal.

Support Portal Request Types/Forms

Jama Connect® Cloud Customer Support Request Form

• You are cloud-hosted and seek support with Jama Connect® or Administration for your instance(s). 

Jama Connect® Self-hosted Customer Support Request Form

• You are self-hosted and seek support with Jama Connect® or Administration for your instance(s). 

Jama Connect Interchange™ (JCI) Support Request Form

• You are cloud-hosted or self-hosted and would like to request support with Jama Connect Interchange™.

• You are self-hosted and would like support installing Jama Connect Interchange™.

Named Support Contact (NSC) Update Request Form

• You want to add, edit, or update your company's Named Support Contacts (NSCs), individuals authorized to work with and request support from Jama Software® Support. 

• You'll need to be a Named Support Contact to request these changes.
• Contact your Customer Success Manager or Sales contact with questions.

Data Exchange (DX) Request Form

• You may be cloud-hosted or self-hosted and need support with Data Exchange. 

Request a Solution or Training Offering from the Success Catalogue

• You have a Success Program and would like to request an offering from the Success Catalogue. 

Cloud Data Services

• You are cloud-hosted and would like a copy of your data.

• You are cloud-hosted and would like your production data exported. 

• You are requesting a new vertical dataset.

• You are requesting a refresh to an existing dataset. 

Installation Service Request Form (guided for Self-hosted)

• You have a Success Program and would like to request a Self-hosted Install/Upgrade Consultation from the Success Catalogue. This is a guided installation experience. 

• You have purchased services for guided installation support or would like to use some of your service hours for a guided installation.

Migration Service Request Form (guided for Self-hosted)

• You would like to help you in moving to new hardware servers. 

Upgrade Service Request Form (guided for Self-hosted)

• You have a Success Program and would like to request a Self-hosted Install/Upgrade Consultation from the Success Catalogue. This is a guided upgrade experience. 

• You have purchased services for guided upgrade support, have purchased upgrade services, or would like to use some of your service hours for a guided installation.

Planned Weekend Support (guided for Self-hosted)

• You have a Success Program and would like to request Planned Weekend Support. 

• You have worked with your Success Manager and purchased Planned Weekend Support as a stand-alone service. 

  • We spend four (4) weeks leading your system administrator(s) through the planning and preparation steps to install or upgrade Jama Connect®. Through a series of remote working sessions and email communications, we will evaluate the environmental and configuration readiness for your planned weekend deployment, including: 

    • Identifying prerequisites and advising on the preparation of one (1) environment for installation or upgrade

    • Verifying that required components were downloaded.

    • Assisting with installing, configuring, and setting up the Jama Connect application.

    • Assisting with the upgrade of the Jama Connect application.

    • Up to three (3) hours of active support on the date of the planned weekend engagement at a mutually agreed upon time.

Deployment Migration Services Request (guided for Self-hosted)

• You have a Success Program and are cloud-hosted, and you would like to request a Migration from the Cloud to the Customer-Validated Cloud. 

  • Note – this requires purchasing our Customer Validated Cloud subscription (separate annual fee).

• You are an existing self-hosted customer and would like to migrate from a self-hosted environment to our cloud-hosted solution. 

  • Note – this requires purchasing our Deployment Migration Services with your Success Manager or Sales Executive. 

• You are an existing self-hosted customer and would like to migrate from a self-hosted environment to our cloud-hosted solution. 

  • Note – this requires purchasing our Deployment Migration Services with your Success Manager or Sales Executive. 

  • Note – this requires purchasing our Customer Validated Cloud subscription (separate annual fee).

• You are an existing cloud-hosted customer and would like to migrate from a cloud-hosted environment to a self-hosted environment.

  • Note – this requires purchasing our Deployment Migration Services with your Success Manager or Sales Executive. 

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