Best Practices for Creating a Severity 1 (sev1) Case with Jive Support

Version 5

    What is a Severity 1 (Sev1) case?

    A Severity 1 case (often referred to as a sev1) is an issue that has significant to critical business impact on a production system, resulting in a customer's production system being either down, or functioning at a significantly reduced capacity when taken as a whole.


    Severity 1 Criteria:

    • Site is unavailable or not starting.
    • Major piece of functionality is not working. (e.g. content creation, search completely failing, authentication fully failing, etc.)
    • Security issue. (e.g. leaked data, inappropriate user access, spamming, etc.)


    If there is a question around whether or not your case qualifies as a severity 1 please go ahead and file a new sev1 case and a support agent will review the case details with you and ensure that it gets handled appropriately.


    How do I create a Severity 1 case?

    To report a severity 1 issue you will need to create a new support case in your organization's secret MyJive support group in Jive Community. If you do not have access to your organization's MyJive support group you will need to reach out to your community manager.


    If you're unable to log into Jive Community to file a case please contact Jive at 855-778-5483.


    When filing a Sev 1 case, please include the following information:

    • Description of the issue happening
    • When the issue started happening
    • Issue reproduction steps
    • Magnitude of issue impact (e.g. all users, users in a specific office, etc.)


    You can also reference this KB article on other helpful information to include in your case:  Best Practices: 11 Steps for Quick Case Resolution | Jive Community


    How does Jive handle a Severity 1 case?

    Jive will use commercially reasonable efforts to resolve Severity 1 faults as soon as possible. To achieve this, Jive will work 24x7x365 until resolution.


    Upon creation of a new Severity 1 case, the Jive Support team will be automatically alerted and a support agent will acknowledge the case and begin the investigation.


    The resolution will be delivered to the customer as a work-around or as an emergency software fix. Upon Jive’s delivery of an acceptable work-around or to the extent that the customer is not able to assist with the resolution of the case, Jive reserves the right to reclassify the severity level.


    The initial support time for a Severity 1 case is based on your company's support level contract with Jive Software.


    Support LevelInitial Response Time
    SilverOne (1) hour 24x7

    Thirty (30) minutes 24x7


    Thirty (30) minutes 24x7


    You can find the complete Jive Support Terms and Conditions at Legal - Jive Software


    What is expected from a customer in a Severity 1 case?

    When a new Severity 1 case is opened Jive will expect that the customer will be actively engaged and will monitor the case until the issue is either resolved or the case has been downgraded to a lower severity.


    If the investigation is at a standstill waiting for customer input and Jive is unable to make contact with the customer, either through the customer case or by phone, Jive may downgrade the case until the customer is able to provide the necessary information to move the investigation forward.


    How can a Severity 1 case get downgraded in severity?

    Note: If the reported issue does not qualify as a Severity 1 but the issue is still urgent and important to your business, Jive encourages you to escalate your case. Our support agents can then prioritize the case so that it will get the appropriate amount of attention.


    Issue is determined to not be critical or a major loss of functionality

    A Severity 1 case may be downgraded if Jive determines after an initial investigation that the impact of the reported issue is not critical or the system is still in a functioning state. In such cases, Jive will coordinate directly with the customer to evaluate the impact of the reported issue and will confirm with the customer before downgrading.


    Issue happening on a UAT or staging site

    Severity 1 status is reserved for only production Jive instances. If there is an issue with a development or UAT environment, this will qualify as a Severity 3 case only.


    Issue requires customer input but Jive cannot reach the customer due to inactivity

    If the Severity 1 case investigation requires customer input in order to move forward, and Jive is not able to make forward progress on the investigation due to the customer not being available, Jive will then downgrade the Severity 1 case due to inactivity.



    How can a case get upgraded to a Severity 1 case?

    Customers do not have the ability to raise the severity of an existing support case. Only Jive Support can change the severity of a case once it is created.


    If you have an existing case with Jive that has become a Severity 1 issue then Jive recommends that you file a new Sev 1 support case. This will trigger Jive's paging system and a support engineer will begin investigating the issue as soon as possible.


    If you have a Sev 2 or Sev 3 case that needs additional attention then Jive recommends that you escalate your existing case. Your escalation manager will receive a notification and will coordinate with you and the support engineer to ensure that the case investigation is moving forward.



    When should I escalate a Severity 1 case?

    Severity 1 cases should be escalated if you feel you are not getting regular responses from the support agent during the case investigation, or you feel you are not getting the quality of service you are expecting.


    You should also escalate your case if you feel that your Severity 1 case was incorrectly downgraded to a lower severity case. Jive's escalation team will review the case investigation with you to address any concerns.


    Please refrain from escalating your case immediately after you have created it. All Severity 1 cases are treated with the highest level of priority and importance. Escalating a new case will not help expedite the case investigation or raise its priority.