Overview

Jive Support focuses on identifying, troubleshooting, and resolving issues solving issues that are negatively impacting your community.

Jive Support cannot help you with custom queries, reporting, custom themes (including fonts and colors), setup of SSO, API scripting, and analysis of errors in logs that do not have any connection to an issue.

This article explains what is in scope and what is not in scope for the Jive Support Team.

Jive Support services are provided to all Jive customers who are running actively supported versions of the Jive platform. 

Solution

Please note that the list presented in this article is not comprehensive, however, it aims at outlining the most common topics that have been raised so far.

Support can help with issues that range from topics such as how to install and configure modules, broken functionality troubleshooting and resolution, and hosting services issues. With this said, there are limitations to the services Jive Support can offer.

Support typically cannot provide help around questions about community management and usage of best practices, server-level access, custom development guidance, and database queries.

When possible, Jive Support will provide our recommended next steps for getting the help you are looking for, whether it is community resources in JiveWorks, our Developer resources, or Jive Professional Services.

What will Jive Support help you with?

• Unexpected behavior/broken functionality of the hosted/cloud services
  
  • Why are some of my users not accumulating points?
  • Why is my widget not displaying up-to-date information?
  • SSL certificate renewal requests
  • Cloud instance restart requests (Hosted customers can use JCA to perform their own restarts).
    
    
• Security concerns
  
  • Can you please whitelist this IP address?
  • New vulnerability announced, are we impacted?
    
    
• Mobile
  
  • How can I connect to Jive with my mobile device?
  • Why am I being logged out of my Jive Mobile application so frequently?
    
    
• Search
  
  • I am unable to locate newly created content using the search service.
    
    
• SSO
  • I receive errors when trying to log into my community.
    
    
• Access and Licensing
  • How do I get access to Jive Cloud Admin (JCA)?
  • How do I get access to MyJive Licenses?

What can Jive Support NOT help you with?

• Custom database queries
  • Running custom queries to generate reports is not supported or possible.
    
    
  • Next steps:
    • Hosted customers can request database dumps via Jive Cloud Admin and can query a local copy of the database (Support can give you access to Jive Cloud Admin, JCA).
    • Cloud customers can use the Jive API system for content data or Data Export Service (either in the API or UI version) for analytics data.
      
      
  • Exceptions:
    • If the request to run a custom query is from PWC (PricewaterhouseCoopers) and is about Searching the Database for Duplicate PPIDs you should proceed with running the query and providing support, see the article for additional details. 

• Customizations
  • Custom themes, WAR (Web Application Resource), Plugins, add-ons, tiles, PS projects.
    
    
  • Next step:
    • Custom development work must be handled by a development team (your own developers, Jive Professional Services, or a Jive Partner).
      
      
• API implementation and usage questions
  • Questions about API best practices for your scripts, custom add-on, and plugins.
    
    
  • Next step:
    • Consult the Developer resources or engage Jive Professional Services.
      
      
• SAML SSO initial setup
  • Setup is accomplished by purchasing a separate Professional Services engagement. Jive Support cannot aid in first-time SAML SSO setups.
    
    
  • Next step:
    • Consult Jive Professional Services.
      
      
• Modifying on-premise installation environment
  • Jive Support cannot help in modifying your on-premise installation environment including but not limited to OS upgrades, installation of dependency packages, etc.
    
    
  • Next step:
    • Consult Jive Professional Services.
      
      
• Error log analysis
  • Jive Support does not provide any analysis for errors found in the logs without being clearly connected to an issue that is impacting your community. Errors in logs themselves do not impact your community. For more information, consult the article: Support Limitations Regarding Investigating Errors in Jive Logs.

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