Overview

Jive uses the Software Status page to communicate outage or maintenance events.

When an event is occurring, updates will be published describing the situation, along with an Incident Status category. This article will help you understand the definition of each category and provide more information so you can explain the notifications to customers subscribed to the Jive Software Status features.

Information

Environment

Jive Interactive Intranet (Jive-N) - Jive Core

Defining the Incident Status Categories

In most cases, Jive customers will only receive the incident category and a root cause analysis in their notification, if identified early. It is common to receive tickets asking for updates on turnaround times and amount of effort our team is dedicating to fix the outage, for example.

The incident status categories below should be able to guide you in explaining the current state of a Jive operational system to customers.

1. Investigating - Event is underway but cause and scope are still being determined, general recovery efforts are kicked off. This is usually the initial status state.
2. Identified - Cause and scope are understood, focused recovery efforts are ongoing. This is common for incidents where the root cause analysis (RCA) has been identified.
3. Monitoring - Recovery efforts have completed and all systems are being validated.
4. Resolved - Validation completed and immediate recurrence is prevented or highly unlikely. The event is considered closed, and further updates are provided via the RCA.