We know that when our service is unavailable that potentially thousands of Jive community members can be impacted, so we work hard to resolve these events quickly. During each service incident, we follow a response process that places top priority on restoring service and communicating our progress to you until the incident is resolved. We have engineers and support personnel on-staff 24x7x365 to respond when an incident occurs.
This article explains how to confirm the current system status of all parts of the Jive infrastructure as well as where to get updates during a service incident.
Jive System Status Page
Our System Status Page enables you to see the current status of Jive Cloud, Jive Hosted and Jive Components infrastructure at any time. This is where we announce upcoming planned maintenance, major service incidents, and provide status updates. During major service incidents, we typically update the system status page about every hour with the latest status information until the issue is resolved.
Subscribing to Status Notifications
Jive customers can choose to receive emails when a service incident occurs by subscribing to all incident notifications and updates (including any future notifications), or just those related to a particular incident.
To subscribe to ALL incident email notifications
On the Jive System Status Page, click in the top right corner.
Enter your email address.
To subscribe to a specific incident
While an incident is unresolved, you have the option to subscribe for updates that are only specific to that incident and receive them via text message and/or email.
On the Jive System Status Page, click the
Subscribelink on the right of the incident title bar
Enter your email address and/or phone number
Submitting an incident report
For major service incidents, our system monitoring has likely alerted us to the issue at the same time you experienced it, and updates towards resolution will be provided on the status page. It is not necessary to lodge a support ticket with us if it has already been reported on the status page.
Note, only incidents that impact common Jive infrastructure and services are tracked on the status page. Communication on other limited-impact events is provided via proactive ticket (where we create a ticket that notifies you of the event) or in response to a ticket submitted by you.
Anytime you experience a service disruption that we have not communicated about, open a ticket with the Jive support team. We will investigate and determine the source of the problem, then use that ticket to share the results of our investigation and any actions we take to resolve the incident.
What We Communicate
Here at Aurea, we are committed to providing timely and substantive information about each incident that impacts our Jive customers. During an incident, our goal is to provide you with the following information:
- Acknowledgment of the incident and confirmation that we are working to resolve it
- Description of the incident impact and any workarounds you can employ to minimize the effect on your Jive community
- Periodic updates confirming any meaningful progress toward resolving the incident
- Confirmation when the incident is resolved
It is important to be aware that we often don’t have a lot of information to share until after the incident has stabilized and normal operations restored. During an incident, our goal is to provide meaningful updates about every hour, unless the disruption is the result of DDoS attacks or other security-related events when it is important that we don’t share details that may aid the attack.
With that said, once normal service is restored, we conduct a root-cause analysis to determine the primary cause of the incident and the actions we can take to minimize the risk of a similar incident occurring in the future.