Other support resources

If you can't find the information you need in this online Help or other Wildfire documentation, search the online discussion forums at http://www.jivesoftware.org/forums. If you're not able to find an answer, please post your question as a new discussion thread. Be sure to include the version number of Wildfire that you're using as well as a detailed description of the problem.

  1. First, search the Jive Software Support Knowledge Base and Support Forums. The integrated knowledge base contains many solutions to common issues encountered when using Jive Software products. The forums provide access to an active community of experienced users and Jive Software engineers.

  2. Next, post your question to Jive Forums. Many experienced users frequent the forums, and Jive Software support agents will respond when the community does not provide an answer. Responses to your questions typically take less than one business day.

  3. If your question is urgent and/or contains sensitive information, or you are unable to get an appropriate answer in the forums and you have a support service contract, you can send an email to support@jivesoftware.com. Include as much detail as possible. Turnaround time will depend on the service levels defined in your license agreement; however, you can expect a response within one business day, Monday through Friday during PST business hours, excluding any holidays observed by Jive Software.

  4. If you are using an Enterprise or Expert Edition of a Jive Software product, you can upgrade to Premium Support. Premium support provides shorter response times and contact methods beyond email, such as telephone.

  5. For information on available Jive Support packages, contact support@jivesoftware.com or review the packages described on our website.