Common use of Monitoring and Maintenance Clause in Contracts

Monitoring and Maintenance. Jive is responsible for all software maintenance and updates; we manage and maintain all infrastructure, software, and hardware involved in the solution and ensure everything is kept up-to-date. Jive Cloud, our service delivery platform, is engineered in such a way that updates and maintenance do not require scheduled downtime, but are instead rolled out across the platform during periods of low utilization. Internal to the Jive Cloud platform, over 1,200 different parameters are constantly monitored to ensure they are functioning within acceptable limits. Any variance out of normal bounds triggers automatic alarming of NOC staff (via email, text message, and flashing red lights in the NOC itself). Monitored items include network, hardware, and software components. Tolerances are set such that alarms are issued well before an issue escalates to the point of causing service degradation, allowing for proactive issue resolution before clients are affected. ESCALATION While Jive Customer Experience teams are consistently rated #1 by our customers, there may be situations where a customer feels that an issue needs to be escalated. All Jive XXXx, CSRs, and TSRs are trained to immediately initiate the escalation process when requested by a customer. The graphic highlights how issues are escalated within Jive Customer Experience. Warranty HARDWARE All of the hardware endpoints that are used for delivery of the hosted services are covered under warranty. In the case of the VoIP handsets, the hardware has a one-year manufacturer’s warranty, with extensions that can be purchased for up to four additional years. Warranties on any routers and switches sold vary by manufacturer and model, but are never less than five years (and in some cases are lifetime). Jive’s services manufacture warranties for products we sell. For the duration of the service, Jive provides maintenance and support for the hardware endpoints we sell. All other maintenance and support services (regardless of warranty agreement) are available 24/7 at no additional charge. If a handset fails within the warranty time window, Jive will send an advance replacement handset to the customer, pre-programmed to replace the faulty device. Alternatively, some clients maintain a number of extra handsets—those can be programmed via Jive’s online administrator portal controls to replace the faulty device at any given moment, minimizing any downtime. If the handset is outside of warranty, a replacement can be purchased from Jive Communications, programmed, and sent to the customer site (next-day shipping is available).

Monitoring and Maintenance. Jive is responsible for all software maintenance and updates; we manage and maintain all infrastructure, software, and hardware involved in the solution and ensure everything is kept up-to-date. Jive Cloud, our service delivery platform, is engineered in such a way that updates and maintenance do not require scheduled downtime, but are instead rolled out across the platform during periods of low utilization. Internal to the Jive Cloud platform, over 1,200 different parameters are constantly monitored to ensure they are functioning within acceptable limits. Any variance out of normal bounds triggers automatic alarming of NOC staff (via email, text message, and flashing flashing red lights in the NOC itself). Monitored items include network, hardware, and software components. Tolerances are set such that alarms are issued well before an issue escalates to the point of causing service degradation, allowing for proactive issue resolution before clients are affected. ESCALATION While Jive Customer Experience teams are consistently rated #1 by our customers, there may be situations where a customer feels that an issue needs to be escalated. All Jive XXXx, CSRs, and TSRs are trained to immediately initiate the escalation process when requested by a x customer. The graphic highlights how issues are escalated within Jive Customer Experience. Warranty HARDWARE All of the hardware endpoints that are used for delivery of the hosted services are covered under warranty. In the case of the VoIP handsets, the hardware has a one-year manufacturer’s warranty, with extensions that can be purchased for up to four additional years. Warranties on any routers and switches sold vary by manufacturer and model, but are never less than five five years (and in some cases are lifetime). Jive’s services manufacture warranties for products we sell. For the duration of the service, Jive provides maintenance and support for the hardware endpoints we sell. All other maintenance and support services (regardless of warranty agreement) are available 24/7 at no additional charge. If a handset fails within the warranty time window, Jive will send an advance replacement handset to the customer, pre-programmed to replace the faulty device. Alternatively, some clients maintain a number of extra handsets—those can be programmed via Jive’s online administrator portal controls to replace the faulty device at any given moment, minimizing any downtime. If the handset is outside of warranty, a replacement can be purchased from Jive Communications, programmed, and sent to the customer site (next-day shipping is available).

Monitoring and Maintenance. Jive is responsible for all software maintenance and updates; we manage and maintain all infrastructure, software, and hardware involved in the solution and ensure everything is kept up-to-date. Jive Cloud, our service delivery platform, is engineered in such a way that updates and maintenance do not require scheduled downtime, but are instead rolled out across the platform during periods of low utilization. Internal to the Jive Cloud platform, over 1,200 different parameters are constantly monitored to ensure they are functioning within acceptable limits. Any variance out of normal bounds triggers automatic alarming of NOC staff (via email, text message, and flashing flashing red lights in the NOC itself). Monitored items include network, hardware, and software components. Tolerances are set such that alarms are issued well before an issue escalates to the point of causing service degradation, allowing for proactive issue resolution before clients are affected. ESCALATION While Jive Customer Experience teams are consistently rated #1 by our customers, there may be situations where a customer feels that an issue needs to be escalated. All Jive XXXx, CSRs, and TSRs are trained to immediately initiate the escalation process when requested by a customer. The graphic highlights how issues are escalated within Jive Customer Experience. Warranty HARDWARE All of the hardware endpoints that are used for delivery of the hosted services are covered under warranty. In the case of the VoIP handsets, the hardware has a one-year manufacturer’s warranty, with extensions that can be purchased for up to four additional years. Warranties on any routers and switches sold vary by manufacturer and model, but are never less than five five years (and in some cases are lifetime). Jive’s services manufacture warranties for products we sell. For the duration of the service, Jive provides maintenance and support for the hardware endpoints we sell. All other maintenance and support services (regardless of warranty agreement) are available 24/7 at no additional charge. If a handset fails within the warranty time window, Jive will send an advance replacement handset to the customer, pre-programmed to replace the faulty device. Alternatively, some clients maintain a number of extra handsets—those can be programmed via Jive’s online administrator portal controls to replace the faulty device at any given moment, minimizing any downtime. If the handset is outside of warranty, a replacement can be purchased from Jive Communications, programmed, and sent to the customer site (next-day shipping is available).