Jivespace Community Blog

Jive Support changes up Severity Levels on cases

Will — Fri, 12 Sep 2008 15:35:56 GMT

Over the past months we have come to the realization that when it comes to severity of your cases it really comes down to 3 levels:

1. Critical

Either your production site is down (cannot be accessed) or there is a problem affecting the users in such a way that the site is unusable. This includes (but is not limited to) events like: Cannot post a discussion, cannot add a comment to a blog post, cannot login, etc.

When events like this happen, please reach out to Support as soon as possible to quickly get things assesed and corrected. The easiest way to do that is to create a case in your support community, and choose the severity 'Critical.'

2. Medium

While a Medium Severity issue may still be happening on your production site, it only has minor business impact, resulting in some functionality loss. This can include (again, not limited to) things such as formatting errors, page layout issues, webservices bugs, etc. We know there is sometimes a fine line between medium and critical issues, but we trust you to use your best judgement. If we perceive an issue as mis-categorized, we may change the severity level and explain to you why we have done so.

3. Low

This is the last severity level. This is intended to bucket all remaining issues that are happening on your staging, UAT, or development site, problems with a widget you are writing, questions on a feature, best practices, feature requests, etc. All issues relating to a non-production site will be re-assigned to low by Jive Support if initially categorized as medium or critical.

When choosing a severity level please keep in mind that there are exceptions to every rule; each company has their own priorities and criteria for defining what is 'mission critical' to their Clearspace instance and business success. We want to accurately understand the impact of each issue you submit, and we feel that moving to 3 severity levels will help us accomplish this to a higher extent.

Your feedback is welcome.

Thanks,

Jive Support

Improved Support Process!

kevin — Mon, 19 May 2008 22:00:26 GMT

Customer Portal Launching!

On Monday, May 19th, we launched a new support solution to provide our customers with a better support experience. We are moving from our old email based system, to leveraging our Jive Communities ClearspaceX instance to provide discussion based support via cases. What does this mean for you? Well there are a lot of high level benefits:

No more losing emails in the internet--attachments are particularly bad at causing this
You can now view all your cases with us, and check on the status
You can choose to make cases private or public--knowing that we will respond to both regardless of who can see them.

There are some things to be aware of regarding the new processes:

What About my Existing Open Cases?

All emails sent into Jive will be created as new cases--this will be the primary point for the case moving forward, although we will ensure that your cases' history is maintained so that we do not lose any context when solving your issue.

Your "Personal" Community

When you log into Jive Community (this site), assuming you have an active support contract, and email address, you will now see a new community under the Support Community named after your company. This is a community that only members of your company, and Jive can see. Everything created in here is private. If you are not seeing your Personal Community, please email accountsupport@jivesoftware.com.

Email

You can still send emails, and the system will automatically process and publish them online. As long as you have an account with a valid email address, email will work just fine. Additionally, assuming you have not disabled your watches, you will receive a watch update when we (or someone else if public) responds to your case.

Keeping Track of Cases

After logging in, just navigate to your personal space (your company name). If you don't see it, email accountsupport@jivesoftware.com. Within your space, you will see all your open cases on the overview tab, and a complete history of all your cases on the cases tab. Please note, that due to the new solution, cases processed using the email system will not show up.

How Can my Co-Workers Submit Cases?

Assuming we have a record of your coworker (if not, just email accountsupport@jivesoftware.com), all your coworker needs to do is create an account on jivesoftware.com/community using their work email address, and then they will also see your personal company space. Additionally, your co-worker will also see all your cases, their status, and can create cases themselves.

What are Private and Public Cases?

When you create a case, you have an option to make it public, and to select in which community you want to create the case. The default however is private. We have this set to protect your security, and to ensure that any public information is intentionally shared. When a public case is created it shows up as a discussion in the community you chose. Others can see and respond to your case just like a discussion--in fact they won't even know that it is a case!

When creating the case do not worry if you need to make it private later on. You can make a case public or private at any point throughout the case's history.

Please give us your feedback and let us know what you think. We are constantly striving to improve your experience with Jive Support!

How to set up/use your new space

The attached document contains step by step instructions with screenshots on how to access your private community.

Jive Engineering's Release Process for Clearspace

kevin — Thu, 10 Apr 2008 23:01:59 GMT

As some of you might have already noticed, Marty Kagan, our VP of Engineering, recently blogged about what is going on with Clearspace.

We really listened to our customers' feedback, and created what we believe is the best of both worlds, getting customers the latest features, while ensuring customers are on a supported version, with availability for patches. This last bit is critical as it means that one-off patches for bugs will no longer be going out to a single customer. Instead, fixes will be rolled into patch releases on a regular basis so that all customers can benefit from known reported bugs.

Let us know what you think!

Support Community joins Developer Community on ClearspaceX!

kevin — Wed, 09 Jan 2008 18:40:30 GMT

As many of you have already noticed our Jive Integrated support instance on jivesoftware.com/jive has joined the developer community on our Jive Community ClearspaceX instance at http://www.jivesoftware.com/community. Through user feedback, we re-integrated the supportand developercommunities within a single site to improve your experience. You should now have much less trouble deciding where to post--depending on whether the question is a developer related question or a support related question all on the same instance. For users of our old instance, all information from our old site was migrated to this new location.

With this move not only comes a better user interface and integrated user community but also provides Jive Support with the ability to create periodic blog posts. Jive Support Engineers will be blogging on best practices we use ourselves when troubleshooting or improving our products' environments. Please let us know if

there is anything in particular you want to know more about!

Thanks,

Kevin Williams

Jive Support Manager