support.jamasoftware.comJama Support

Jama Software Support Submit a Ticket Check Your Requests Update NSCs Sign in Welcome to Support Hours Enterprise US/EMEA Sunday 10:00 p.m. - Friday 6:00 p.m. Pacific (On-call support available Friday 6:00 p.m. - Sunday 10:00 p.m. Pacific for critical issues) Standard US 7:00 a.m. - 5:00 p.m. Pacific Monday - Friday Standard EMEA 7:00 a.m. - 4:00 p.m. GMT+1 Monday-Friday Maintenance & Support Terms Additional Policies & Agreements Reach us by phone Please note that non-US phone numbers may not work with all mobile carriers, so we recommend the use of a landline to call . United States Toll-free: 1-800-679-3058 Direct: 503-922-1058 United Kingdom , Germany and Sweden Direct: +800-7000-4004 Finland Direct: 990-800-7000-4004 India Direct: +800-040-2213 Tickets may also be submitted via email to support@jamasoftware.com We offer additional support programs for customers with complex instances and large user bases who are concerned about scale and efficiency across their organization. With a dedicated technical resource, additional advocacy and closer partnership within Jama, the Elite Support program ensures the optimal success of your deployment and overall experience. Before submitting a support ticket, we recommend visiting the Jama Community . There are many how-to articles, API resources, FAQs and user-submitted questions. If you’re a self-hosted customer and experiencing a Sev 1, please see Troubleshooting an Outage on Jama 8.0 and Up to kickstart resolution. If you would like to create a ticket, select Submit a Ticket above to create a new ticket or Check Your Existing Requests for the status of previous tickets. Please note that tickets must be submitted by one of your organization’s Named Support Contacts (NSCs) . If you would like to view all of your organization’s tickets, see this article for details on enablement. In order to streamline the prioritization of tickets as they come in, the Support team includes a Severity field on the internal ticket form. A Support engineer will select this value once he or she has assessed the situation using the information provided in the ticket and match it with the below definitions. Severity Definition 1 (Critical) Jama Connect is down or significantly reduced in a production environment 2 Impaired functionality of a major feature function or integration in a production environment 3 Problems with Jama Connect running in a non-production environment; functional/general use questions and non-business impacting problems in a production environment Based on the assessed severity of the issue and your organization’s purchased support program, we aim to achieve the following service-level objectives for our responses. Support Program Severity 1 Severity 2 Severity 3 Enterprise 1 hour 4 hours 24 hours Enterprise Essentials 1 hour 2 hours 16 hours Enterprise Elite 1 hour 2 hours 8 hours When logged into the Support portal, you may see your support ticket labeled with one of five statuses. These are hard-coded into our ticketing system and not customizable, so we’d like to share how you can best interpret them. New indicates that has received the ticket, but no action has been taken. Open indicates a ticket has been assigned to a support engineer and is in progress. It is waiting for action by the support engineer. Pending indicates the support engineer is waiting for more information from the requester. When the requester responds with a new comment, the ticket status is automatically reset to Open. Solved indicates the support engineer has submitted a solution. This may be an answer to the question, a technical conclusion, or a defect ID in the case a bug was filed. Requesters can reply to tickets when in this state and they will reopen. Note that we do not keep tickets open if the ultimate resolution is a code change to the Jama Platform. Closed indicates that no additional comments or changes can be made to the ticket. Once a ticket has been Solved for 7 days, it rolls into a Closed status. © Jama Software HEADQUARTERS | 135 SW Taylor Suite 200, Portland, Oregon, 97204 Privacy Security Legal Preferences Contact...