When introducing Jama Connect to the enterprise, customers can opt a) to use Jama Connect Cloud, where Jama Software engineers maintain the server health and deploy new versions, or b) self-host Jama Connect on their own servers. Option b, self-hosting Jama Connect, requires many resources and specialized skills.
Given the configurability of self-hosting Jama Connect, we have defined what is in the scope of support for Jama Software's Customer Care team. We consider our scope of support (and whether an issue qualifies for full or best effort support) when we work on tickets, escalate issues to the Product Development team, or issue patch releases. This updated scope of support is more specific than previously defined.
Essentially this diagram defines what Customer Care can fully support: the Jama core and associated Docker containers; OpsHub; and setup of SAML connection. To ensure full supportability, Jama Software will make recommendations on OS and memory configurations, storage drivers and settings, and other supported software pertinent to running Jama smoothly. We are not able to support networks themselves or traffic controls but may provide recommendations for best compatibility. In other words, we support the Jama Core configuration settings to enable its interaction with accessory servers and services (e.g. the database server), but not the underlying network infrastructure.
- Traffic Control: We can provide direction if your app server is having issues connecting to your database, but we cannot troubleshoot firewall/proxy/iptables issues.
- App Server: We generally support this server and its contents and will make recommendations for configurations. The key factor in supporting the app server is that no other databases or apps reside on it besides Jama Connect.
- Docker: Docker is a container engine that Jama Software has chosen to automate application deployment.
- Replicated: Replicated is used to orchestrate Jama Connect's Docker containers. We require unique licenses for each deployment (these may be provided as .rli files or synced to the server).
- Web UI: The Web UI is the microservice that powers the admin console and allows easy access to the Replicated configuration engine.
- Agent: The Agent microservice handles the communication between the Replicated Daemon, Replicated Web UI, and the other microservices comprising Jama Connect.
- Daemon: The Replicated Daemon performs the actual functionality of Replicated, including starting and stopping the Jama application, passing configuration information to the microservices at startup, and more.
- Tenant Manager: This service takes care of initial provisioning of Jama and applying your Jama license on subsequent startups if it has been updated. When new versions of Jama are available, the Tenant Manager enables upgrading when you decide to do so.
- Jama Nginx: A common web server, the Nginx service is primarily used to provide load-balancing functionality between the various microservices running within the Jama install.
- Jama Core: This container contains the following required services:
- Tomcat: This app server container is not configurable.
- Java: Like many web applications, Jama Connect relies on the Java language due to its robustness and versatility. This container is not accessible but Customer Care can assist with JMX settings.
- API: Users may rely on the API for batch transactions or scripts. Customer Care will provide assistance for up to 1 hour per case.
- Velocity/BIRT: These are two reporting engines that can engage with Jama Connect. Customer Care will provide assistance for up to 1 hour per case.
- Search Service: The Search Service performs Jama Connect-specific search functions, relying on the Elastic Search service for collating data from the Jama Core service. It provides a layer on top of Elastic search, allowing for fast access to data for a large set of functions within Jama Connect.
- Elastic Search: Elastic Search is distributed as a standalone service in the Jama Connect installation. It provides an efficient, JSON-based search engine.
- SAML IdP: Customer Care does not support the configuration of the IdP but will assist in set up and troubleshooting of the SAML cloud server to Jama Connect.
- SSO (Crowd/LDAP): Customer Care does not support the configuration of the IdP but will assist in set up and troubleshooting of the connection to Jama Connect.
- Mail Server: Customer Care will support connecting Jama Core to your mail server but not the configuration of the mail server itself.
- Database Server: Customer Care will provide requirements for the server and support the connection to the Jama app server.
- Local Storage: Customer Care will provide recommendations on storage space size, but will not assist with mounting, partitioning, or provisioning disk space.
- OpsHub: Customer Care will fully support the OpsHub application and may engage OpsHub for more difficult queries and issues.
- Tasktop: Customer Care does not directly support Tasktop (JIH or TIH) and will connect you to Tasktop for issues not caused by Jama Connect.
updated 2019/12/24 by Kristina King