Support Services
We offer two different levels of support. To compare what each level offers, please see our Support Matrix below. You can also view each support legal contract: Premium Support and Standard Support.
| Severity | Premium | Standard |
|---|---|---|
| Emergency - Production Down or Unusable | 60 minutes | 1 business day |
| Critical - Normal Operations Seriously Interrupted | 1 day | 1 business day |
| Non-Critical - Interruptions to Normal Operations | 1 business day | 1 business day |
| Minor - None or Only Minor Interruption to Normal Operations | 1 business day | 1 business day |
Supported Versions
Jive Software provides Support and Maintenance Services for any Point Releases version of the Software that has been released during the preceding 12 month period; which includes all updates and upgrades to the software. If your version is no longer supported, Jive Support will assist you with any upgrade problems you encounter.
Issues Covered by Support
- Problems or bugs in the software
- Issues during setup in the customer environment
- Basic help understanding specific features
- All major, minor and patch releases
Issues Not Covered by Support
- Feature enhancements
- Debugging code not written by Jive Software
- Custom development
- HTML authoring
- Training
- Integrating Jive into other web applications
When in doubt, please contact Support with questions. If the issue is not covered by Support, a Support Agent will direct you to the appropriate resource.
Maintenance
Customers who have an active Support and Maintenance contract receive access to all updates and patches. Jive encourages customers to apply new releases to obtain the latest features and bug fixes.
Support Hours
Business hours are defined as 8:30 AM to 6:00 PM Pacific Time, Monday through Friday, exclusive of the following holidays:
- New Year's Day
- Martin Luther King, Jr. Day
- President's Day
- Nationly recognized day of Good Friday
- Memorial Day
- Independence Day (US)
- Labor Day
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Day
Contact Us
Online Support
