Overview

You have questions about your Hosted instance upgrade or rollback plan, or you would like to consult with Aurea/Jive about planning an upgrade to a newer version of Jive to ensure that the upgrade process goes as planned. You may want to request an upgrade to address errors in your current version of Jive, which have been fixed in the latest version of Jive. This article describes how you can get assistance with planning Hosted instances upgrades.

Information

To get assistance with Upgrade tasks and planning, please contact your Account Manager/Executive, as Upgrade tasks and planning assistance lie within the scope of Jive Professional Services.

Please note that Professional Services engagement may incur additional costs subject to the terms of your contract and any ongoing Professional Services arrangements.

Assistance with upgrade planning or scheduling is outside the scope of the Jive Support team.

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You can check and provide the contact details of the customers Account Manager/Executive by following these steps:

1. Go to any tickets of the customer requesting the dump in Zendesk.
2. In the side panel, in the Zendesk Apps, find the Salesforce app and click on Account Manager and Customer Success Manager to find their details respectively.

   

3. You will then be able to see their respective email addresses.

   

4. You can provide these email addresses to the customer and if needed also start a Side Conversation with the Account Manager/Executive as a courtesy so they would know the background of the request. However, the customer is supposed to work directly with the Account Manager/Executive for the next steps and the further coordination is out of scope for Central Support.

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Related Articles

• Hosted Instance Upgrade Process Overview
• Hosted Instance Upgrades FAQs