Scope of Support: Jama Connect® Kubernetes-Native Deployment

Kelli Greenwald
Kelli Greenwald
  • Updated

Published Date: July 2026
Validated: Yes
Audience: Everyone
Products and Versions Covered: 

  • Jama Connect® versions 9.35.2 +
    • Self-hosted
      • Kubernetes - Native

Summary

Jama Connect Kubernetes-Native is a customer-operated deployment model. This gives customers flexibility and control over their environment, including:
  • Kubernetes platform
  • Networking, storage, databases, and other dependencies
  • Installation and configuration
  • Security and monitoring
  • Backup and recovery
  • Ongoing operational support
Customer Deployment Services (CDS) and an external IT consulting partner can assist with setup, installation, configuration, upgrades, and remediation, as defined in the applicable statement of work. This assistance does not transfer ownership of the environment. The customer remains responsible for environment decisions, changes, and ongoing support arrangements.

Resolution

Jama Software Customer Support and Engineering focus on validated Jama Connect product defects only. They do not provide infrastructure, setup, installation, configuration, integration, or operational support for customer-managed environments, and they do not troubleshoot or modify the customer’s Kubernetes platform or connected services.
Support Engagement
Before contacting Jama Customer Support, the customer—or its CDS, IT partner, or platform support provider—should first verify that:

  1. The environment is deployed correctly.
  2. The issue is not related to infrastructure or configuration.

If the issue is a suspected Jama Connect product defect, Jama Software Customer Support validates the issue and escalates it as needed. Jama Software Engineering engages only for confirmed Jama Connect product defects.

Responsibility Overview

Scope of Support2.png
  • Customer: Owns the deployment and is responsible for its ongoing support.
  • CDS and external IT partner: Assist the customer within their contracted scope.
  • Jama Software Customer Support and Engineering: Address validated Jama Connect product defects.

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