How to Contact Support During a Production Outage

Published Date: January 21, 2026

Validated: Yes

Products and Versions Covered: 

• Jama Connect® 

IMPORTANT: Access to the REST API is limited to users with a Named Creator Jama Connect license, including endpoints in v1, labs, and SCIM. Users without a Named Creator Jama Connect license, including those with a Creator Float License, do not have access.

Summary 

This article explains how to contact Jama Software® Customer Support during a full production outage. It outlines when to escalate an issue as critical, how to contact Support by region, and what information to prepare to help ensure timely triage and resolution.

A full production outage means Jama Connect® is completely unavailable to all users. Partial outages, login issues, or performance degradation may follow different escalation paths.

Resolution

When to Contact Support for a Production Outage

Before contacting Support by phone, confirm that:

• Jama Connect® is fully unavailable to all users

• The issue is not limited to authentication, permissions, or a subset of users

If you are unsure, have a named Support Contact submit a request through the Support Portal for guidance.

How to Contact Support

Regional Support Phone Numbers

• EU: +31 800 2300616

• US: +1 800 236-3669

• All other regions: A Named Support Contact should submit a request through the Support Portal

When submitting a request or calling, clearly state that this is a Full Production Outage.

Information to Prepare Before Contacting Support

Providing complete information helps Support assess impact quickly and reduce time to resolution.

Customer & Contact Information

• Customer name and organization

• Primary contact name, email, and phone number

• Local time zone

Issue Description

• Detailed description of the outage

• The time the outage was first observed

• Scope of impact (all users, specific regions, or groups)

• Error messages or codes (include screenshots if available)

• Any history of similar incidents

Configuration & Environment Details

• Deployment type (Cloud / CVC or Self-Hosted)

• Jama Connect® version

• Database type and version

• Operating system(s) and version(s)

• Integrations, plugins, or custom scripts in use

Recent Changes or Actions

• Recent configuration changes (workflows, permissions, system settings)

• Environmental changes (network, OS, database, or server updates)

• Recent maintenance, deployments, or patching

• Troubleshooting steps already attempted

Supporting Information

• Logs, screenshots, or recordings showing the issue

• Observed patterns (time of day, specific actions, affected instances)

For Cloud / CVC-hosted customers, check the Jama Software® Status Page for known incidents before contacting Support.

What to Expect After Contacting Support

• Support may request additional logs, environment details, or system access

• Secure upload locations may be provided for sharing files

• Remain available for follow-up questions and status updates until resolution

Additional Resources 

• Success Programs
• Success Catalog
• Datasheets
• Request a Solution Offering or Training from the Success Catalog

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