Ongoing Support
What's Supported
Jive Software provides Support and Maintenance Services for any Point Release version of the Software up to 12 months after the date that Jive releases the next Point Release; 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.
Support Levels
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 |
|---|---|---|
| Critical: Production Site down or major production functionality impaired | 60 minutes | 1 business day |
| Medium: Minor production functionality impaired | 1 business day | 1 business day |
| Low: Non-Production related problem and/or questions | 1 business day | 1 business day |
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 5:00 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
- Nationally recognized day of Good Friday
- Memorial Day
- Independence Day (US)
- Labor Day
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Day
