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 Options from Jive
Jive customer deployments vary in size, complexity and criticality. With that in mind, Jive Customer Support (JCS) offers three service plans to meet a range of requirements:
- JCS Silver (Standard)
- JCS Gold
- JCS Platinum
You can also view our Support Terms.
JCS Silver (Standard)
JCS Silver provides comprehensive product assistance via online resources and knowledgeable product specialists.
The JCS Silver program includes the following:
- Access to new releases, product updates & publicly available patches
Ensures that customers have the latest product updates and innovations.
- Access to the JCS Online Customer Community
Powered by Jive, the community connects customers with peers and important content like documentation and best practices that drive success and satisfaction.
- Jive Customer Support Online: MyJIVE™ Support Space
In addition to the self-service community, you get your own MyJIVE Support Space—a private online space for communicating socially with Jive. It’s support and beyond: not just a place to manage and interact on support tickets but also to collaborate with Jive on projects, initiatives and other topics.
- Assistance from Jive’s expert Customer Support Specialists
Customers can count on Jive Customer Support to provide prompt assistance when needed.
JCS Gold offers priority support with fastest service level commitments and ongoing management oversight to ensure customer support actions are aligned with your business. Recommended for organizations or deployments of medium to large size, complexity or business criticality.
The JCS Gold program includes the following:
- All benefits of the JCS Silver customer support plan
- Our fastest SLA response times when raising a case
- Proactive case management oversight
Ensures that support inquiries receive priority response and that our level of effort is aligned with business needs for each case. Proactive oversight drives success through accelerated resolution and a deeper engagement with Jive Customer Support.
- Named escalation point of contact
Your assigned escalation point of contact is available when needed to drive an elevated level of attention and visibility on critical issues, while providing informative status updates until resolution is reached.
- Quarterly Customer Support Operations Review
Ensures ongoing alignment between your organization and Jive Customer Support. In these quarterly meetings we review case history for the prior quarter, customer support performance relative to our commitments, the status of unresolved issues and critical customer events or activities requiring special planning.
Recommended for large organizations and/or complex, business-critical deployments that need the fastest response and resolution and ongoing interaction with Jive Customer Support. With proactive attention from the assigned Technical Account Manager (TAM), and priority response by our most experienced support representatives, JCS Platinum customers benefit from lower costs of ownership and accelerated user adoption, maximizing the business value of Jive deployments.
The JCS Platinum program includes the following:
- All JCS Silver and JCS Gold benefits
- Assigned Technical Account Manager (TAM)
The TAM oversees the customer support experience while providing proactive guidance to mitigate issues and support your deployment objectives. This relationship is critical in helping you optimally manage your Jive deployment, resulting in the highest level of success, satisfaction and value.
- Assisted support provided by platinum-qualified specialists
We know that time is of the essence when organizational productivity is at stake. That is why we make our most experienced and knowledgeable product support specialists available primarily to customers enrolled in the JCS Platinum service plan.
- Monthly Customer Support Operations Review
- Weekly Case Status Review & Tactical Event Planning
- Quarterly Product Release Review
- Quarterly Product Usage & Adoption Review
Customer Support Service Level Commitments by Plan
|Severity 1 Initial Response Time||1 hour||30 minutes||30 minutes|
|Severity 2 Initial Response Time||1 business day||2 business hours||2 business hours|
|Severity 3 Initial Response Time||1 business day||4 business hours||4 business hours|
Customer Support Service Level Comparison
|Proactive Case Management||No||Yes||Yes|
|Named Escalation Manager||No||Yes||Yes|
|Premium Case Handling||No||No||Yes|
|Technical Account Manager||No||No||Yes|
|Product Usage Review||No||No||Quarterly|
|Jive Product Release Review||No||No||Quarterly|
To learn more, contact your Jive sales account representative.
Customers may also wish to reference the Customer Service terms and conditions.