My Jive Customer Care: Expert, Fast, Accountable

Contacting My Jive Customer Care

Channels and hours

Choose the contact method that fits your urgency and working style. Our self-serve portal is always open, while real-time support varies by plan and time of day. As of 2025, our standard operating hours are Monday–Friday, 7:00–19:00 Mountain Time (MT) for Basic and Plus plans, with 24/7 coverage for Premium plan Severity 1 incidents. Our average speed of answer (ASA) target is under 60 seconds on phone and under 45 seconds on chat during staffed hours.

• Portal: https://support.myjive.example.com — Open 24/7 for ticketing, knowledge base, and case updates.
• Phone: +1-800-555-0199 — 7:00–19:00 MT (Basic, Plus); 24/7 for Premium plan Sev‑1 and Sev‑2. TTY users can dial 711 to reach us via relay.
• Chat: Available in-portal 24/5 (Sun 17:00–Fri 17:00 PT), English and Spanish. First response target: 45 seconds.
• Email: [email protected] — Auto-creates a ticket with acknowledgment in under 5 minutes.
• Status and incidents: https://status.myjive.example.com — Live uptime, maintenance windows, and historical SLA reports.

When opening a ticket, include your account ID, product area, severity, business impact, time of first occurrence (UTC), and any error IDs. Ticket IDs follow the format MJ-YYYY-##### (for example, MJ-2025-02317) and are required for escalations and change approvals.

Service Levels and Response Times

We prioritize cases based on business impact, with clearly defined response and resolution targets. Resolution times are targets, not guarantees, but we staff and monitor to exceed them. If an incident affects multiple customers, we will open a master incident and link your case for consolidated updates and root-cause analysis (RCA).

Severity matrix and SLAs

• Severity 1 (Critical, production down): Initial response 15 minutes (Premium) / 30 minutes (Basic, Plus). Mitigation target 4 hours, resolution target 24 hours. Update cadence every 30 minutes until mitigation.
• Severity 2 (High, major degradation): Initial response 1 hour. Workaround target same business day, resolution target 2 business days. Updates every 2 hours.
• Severity 3 (Normal, limited impact): Initial response 4 business hours. Resolution target 5 business days or next maintenance release.
• Severity 4 (Low, informational/request): Initial response 1 business day. Resolution in planned backlog, with ETA provided within 3 business days.

Our platform availability SLA is 99.95% per calendar month. SLA credits: 10% of monthly recurring charges (MRC) if monthly uptime falls to 99.90–99.95%, 25% at 99.50–99.89%, and 50% below 99.50%. Credits require a ticket within 30 days of the incident closing. We publish monthly SLA performance on the status page by the 5th business day.

Onboarding and Case Lifecycle

For new customers, onboarding begins within 2 business days of service activation. You’ll receive a kickoff call, a success plan aligned to your go-live, and admin training (60 minutes). Accounts over $25,000 ARR are assigned a Customer Success Manager (CSM) who conducts a 30/60/90-day review and documents KPIs such as adoption, time-to-value, and support utilization.

Every case goes through triage, diagnosis, resolution, and verification. During triage we validate severity, gather logs and timestamps, and attempt to reproduce the issue. Diagnosis includes targeted testing; resolution may be a configuration change, a documented workaround, or a code fix batched for a maintenance window. We close cases only with your confirmation or after 5 business days of no response (we’ll attempt three contacts before auto-close). Closed cases remain visible in your portal history for 18 months.

For hardware returns or replacements (if applicable), RMAs are issued within 1 business day of approval. Standard RMAs have a 5–7 business day turnaround once we receive the unit; Premium customers are eligible for cross-ship (subject to verification). Shipping labels expire after 7 days for security, and tracking is visible in the portal once scanned by the carrier.

Support Plans and Pricing

Basic Support is included with every subscription at no additional cost. It provides access to the portal and email, business-hours phone support, 72-hour response for Sev‑3/4, and access to our knowledge base. Basic is ideal for smaller teams that prefer self-service and can plan requests around business hours.

Plus Support is $99 per account per month. It shortens response times (Sev‑3 in 4 business hours; Sev‑4 in 1 business day), unlocks 24/5 live chat, and includes two admin training sessions per year (per account). Plus also adds proactive case reviews on any ticket open longer than 3 business days and limited developer-to-developer collaboration on API issues.

Premium Support is $299 per account per month and is designed for mission-critical use. It includes 24/7 phone support, 15-minute Sev‑1 response, a quarterly service review, and success planning with a named CSM for accounts over $25,000 ARR. After-hours, per-incident access for non-Premium customers is available at $299 per incident (subject to engineer availability). All prices are in USD and were last updated July 2025.

Performance Metrics We Track and Publish

We run customer care like an operational discipline with goals, instrumentation, and public reporting. Our leadership reviews daily dashboards for volume, SLA attainment, and backlog risk, and we hold a weekly “red case” review on any ticket older than 5 business days or any Sev‑1/2 requiring cross-team coordination.

As of Q2 2025, our rolling 90-day results were: CSAT 4.71/5 across 3,842 survey responses; First Contact Resolution (FCR) 78%; ASA 41 seconds (phone) and 32 seconds (chat); reopened case rate 2.6%; and backlog older than 7 days at 2.1% of open cases. Net Promoter Score (NPS) was +52 from 611 respondents. We treat these as baselines and adjust staffing quarterly to maintain or improve them during seasonal peaks.

We publish monthly metrics and incident postmortems at https://status.myjive.example.com and provide a per-account support utilization report on request, including ticket volume by severity, average handle time, and topics driving repeat contacts. Enterprise customers can request a readout call to align insights with training or configuration changes.

Security, Compliance, and Privacy in Support

Support operations follow least-privilege access and multi-factor authentication. We support SSO (SAML 2.0) for the portal and enforce role-based permissions so only authorized admins can view sensitive case data. We never ask for your password or full credit card number; for billing verification we will request only the last four digits and your billing ZIP/postcode.

Data handling: diagnostic files are uploaded via a pre-signed, encrypted link that expires after 7 days. Chat transcripts are retained 12 months; ticket data 18 months; and call recordings (opt-in only) 90 days. You can request deletion or redaction of PII via the portal. Our processes align with SOC 2 Type II controls, and we maintain GDPR/CCPA readiness with a Data Processing Addendum available on request.

We redact secrets (API keys, access tokens) found in logs and will pause troubleshooting if sensitive data is detected in public channels. For highly regulated workloads, we offer a “no recordings/no attachments” workflow and can coordinate screen-share sessions with logging disabled on request.

Escalations, Major Incidents, and Business Continuity

If you believe a case needs managerial attention, reply “ESCALATE” in the ticket or email [email protected] with the case ID and business impact. A duty manager will respond within 1 business hour for Sev‑1/2 and within 4 business hours for Sev‑3/4. Executive review is available for chronic or multi-team issues and includes an action plan with owners and dates.

For major incidents, we post to https://status.myjive.example.com within 15 minutes of confirmation. Update cadence is every 30 minutes for Sev‑1 and every 60 minutes for Sev‑2 until mitigation. RCAs include timeline, customer impact, contributing factors, corrective actions, and long-term prevention; Premium customers receive RCAs within 5 business days, others within 10 business days.

Our business continuity targets are RTO 4 hours and RPO 15 minutes for core customer care systems (ticketing, telephony, status page). We test disaster recovery twice per year; the most recent test in June 2025 met objectives with a 47-minute failover and full ticket sync on recovery. During a BCP event, our fallback phone line is announced on the status page banner and in auto-responses to new cases.

How to speak directly to customer care?

Ask how they are and use their name if they give it. Explain your problem clearly, but don’t take too much time, because call center workers are strongly encouraged to deal with calls swiftly. It’s smart to try to elicit sympathy and get them on your side. Patiently follow the directions they give you.

How do I talk to a real person on customer service?

When you get that live human on the phone. Yes because if you have a concern the most pressing. And immediate way to get help is to ask for the supervisor.

How to provide 24-7 customer service?

Providing 24/7 support can be a learning process, but here are six steps you can follow to be as successful as possible.

1. Embrace AI and automation.
2. Adopt a customer-first mindset.
3. Train your team.
4. Optimize your self-service resources.
5. Develop internal processes.
6. Match queries and channels to appropriate response times.

What is the phone number for GoTo connect customer service?

Call Center Support Frequently Asked Questions
Contact our sales associates to get started at: 877-548-3007.