Overview

Jive maintains a general status page for all regions, consoles, operation systems and other services that a customer would like to receive updates for. In most cases, they will refer to this Jive Software Status Page.

Updates are usually displayed every 30 minutes for incidents and the status page subscriptions can also let customers get notified real-time if it is enabled. However, in some cases, due to the nature of status updates sent to the customers, they will request more information such as root causes. This article will help you with handling customer queries pertaining to the frequency and scope of the status notifications.

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Information

Environment

All Jive Cloud versions and all Jive Hosted/OnPremise versions.

Requirement

Access to the Jive Software Status Page.

Frequency of Software Status Updates and Notifications

Root Cause Analysis for Incidents

Jive tries to provide a Root Cause Analysis (RCA) for Incidents posted in the status page within 72 hours. These RCAs also send out a notification whenever they are posted. For some complex incidents, the timeframe may be extended to finish gathering further information.

Frequency of Updates During an Incident

Jive aims to provide updates every 30 minutes during an Incident. For some long running incidents this cadence may be reduced to line up with major changes in status.

Common Customer Questions on the Scope of Status Updates

Question 1:

"Why are updates so vague? Why can't you tell me exactly what is happening and if my site is impacted?"

Explain to the customer that incidents posted in the Jive status page are by their nature widely impacting and often complex in nature. It may be multiple updates before we have a firm understanding of the total cause and scope. As such, the updates strive to have a balance between transparency versus providing incorrect or incomplete information that may lead to updates lacking specific details.

As the incident drivers become clearer, try to provide additional details around scope and recovery timeframes. In some cases, you can also check with your CSM if any specific updates can be relayed to the customer while the issue is being resolved.

Question 2:

"My site doesn't use Service X, why am I receiving updates pertaining to it?"

Inform the customer that Jive currently uses a "subscribe to all" sign up method which does not allow for filtering individual and tailore-fit specific limits to the updates customers prefer to receive. This method was chosen to keep the signup process simple and straightforward. If the customer wishes to unsubscribe from the updates, read Subscribe or Unsubscribe to the Software Status Page and assist the customer.

As more services are added, we'll continue to investigate processes that would allow for individual service updates without overburdening the signup process.