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Dear Jive Community,

 

I’m writing this to bring more visibility and clarity to the outage that occurred on Friday, January 14, 2011.  This event shed light on the numerous ways we can improve how we communicate with our customers in these situations. We are taking immediate steps to ensure timely and consistent communication in the future and will keep you informed as we implement these steps.

 

Jive has received the preliminary root cause analysis from SunGard that identifies the primary and secondary issues that caused the outage on Friday, January 14, 2011.  The primary cause behind the outage was the memory module failure in the NetApp storage array.

 

The failure of the memory module triggered the storage array to perform a failover to the redundant hardware.  Due to a configuration error on the redundant hardware, the failover was not successful and the outage occurred. We have tested this failover process successfully multiple times with the previous configuration and are working with SunGard to investigate the who/why/when around the improper failover configuration change.  We will implement the necessary process and control improvements to ensure this does not happen again.

 

After the outage occurred, SunGard successfully replaced the memory module in order to fix the problem.  SunGard has also successfully replicated the error in a lab environment and provided Jive with a set of recommended configuration changes and implementation plan for review.  The implementation and testing of the recommended changes will be scheduled during the standard maintenance window on Saturday, January 22nd between 10 PM and 3 AM Pacific.

 

Jive and SunGard executive team members met in person on Monday, January 17th to review the outage and discuss go forward actions.

 

Jive has also started a process with SunGard and its hardware provider to perform a complete assessment of the current state of procedures and technology associated with the hosted environment.

 

Jive Hosting management will perform an onsite assessment of SunGard operational processes and communication protocols during the week of January 17. This includes:

  • Review of monitoring, alerting and logging systems, configurations and protocols;
  • Assessment of Service Desk and Incident Response procedures;
  • Review of Service Level agreements and contracts with hardware and software vendors;
  • Review of Change Management processes;
  • Complete audit of all hosted technology at the SunGard data center;
  • The visual inspection of all hardware and facilities;
  • Validation that all documentation is current and comprehensive; and
  • Identification of single points of failure.

 

Jive is committed to providing a world class-hosting environment.  We will continue to work with SunGard and other partners to ensure the appropriate processes and technology are in place to support our customers.  We intend to implement any changes in process and technology based on the lessons learned during this outage and the assessment is currently underway.  We will make every effort to prevent this type of interruption from occurring in the future.

 

We plan to keep you informed and share additional information as it becomes available.

 

If you have any further questions please contact support@jivesoftware.com.

Dear Jive Community,

 

Today Jive experienced a system outage that impacted approximately 90 customer instances hosted by SunGard. During the outage, we were in constant communication with the affected customers and worked diligently to resolve the issue. As of this afternoon (Pacific Time), all production systems were back up and running. We will continue to monitor the situation over the weekend. We apologize to our customers for the outage and the impact that it had on their systems. Social business software is a mission-critical application and we are deeply committed to continuing to provide outstanding customer service.

 

We plan to provide a detailed analysis of the cause of the failure, the steps we took to fix it, and what we will do to prevent this from happening again. We're working with SunGard to gather all the relevant information and will share it with our customers shortly.

 

Best,

 

Robert Brown

Jive SVP of Client Service

 

Statement from SunGard, Jive hosting partner

January 15th, 2011

 

On Jan. 14, our customer, Jive, experienced downtime due to a hardware failure at a SunGard data center in Aurora, Colo. We value our relationship with Jive and take responsibility for the resulting service disruption. SunGard worked closely and collaboratively with Jive to restore the services affected by this event and will apply what we learn to avoid such a circumstance in the future.

 

Patrick Doherty

Acting General Manager, SunGard Managed Services

Healthcare is complex.  Healthcare is global.  Healthcare impacts everyone and as evident from the actions in the US this past year, is extremely political.   There is no silver bullet for fixing healthcare, but Cerner is taking steps to help fix one of the largest challenges that exist in healthcare today: communication and collaboration.  At Cerner, we use Jive social business software to meet that challenge. The following is an expansion of Cerner’s Case Study for using social business software, available on Jive’s website (link “available on Jive’s website” to the actual Case Study).

 

Background

Cerner Corporation is in the business of transforming healthcare by eliminating error, variance and waste for providers and consumers all over the world.  With almost 100 solutions ranging from electronic health records (EHRs) to standalone medication dispensing machines, Cerner is working to connect all areas of healthcare delivery.  One of our flagship systems, Cerner Millennium® is present in more than 30 percent of all healthcare organizations in the U.S.  So you might be asking, how does social business software fit into healthcare?

 

We all know that knowledge is power, and in healthcare, that knowledge and the flow of that information is critical and in some instances life threatening.   Speed and accuracy is of the upmost importance.  In healthcare, information becomes siloed, similarly to a corporate environment.  But whereas businesses in many industries have been increasingly more accepting of sharing and collaborating internally or externally, the healthcare industry still struggles to adopt more collaboration technologies.  A recent NetProspex report summed up healthcare’s current position in social technologies.  (Hint:  Funeral homes are twice as social as healthcare).

uCern Vision.JPG

 

Changing the Way we Work

At Cerner, we are working to improve collaboration and the rate of innovation that occurs in healthcare, healthcare IT, and among our 8,500 clients around the globe.  Cerner partnered with Jive to create our platform, called uCern™, to address these challenges.

 

Cerner is an organization working to innovate and improve the delivery of healthcare through technology.  No matter how knowledgeable our associates are, we will always be limited by the number of hours in a day or the ever-changing list of priorities.  We needed a way to innovate our technologies faster, while improving our software development.  We needed a direct line to our clients that were requesting technology improvements.  And just as important, those clients wanted to be able to talk to each other about their needs and challenges.  uCern enables those connections.

 

Today, uCern is connecting more than 30,000 clinicians, IT staffers, executives and Cerner associates in one combined instance of Jive.  Not only is this one of the first of its kind in healthcare, but it’s unique in how we are using one combined platform for:

• internal collaboration (Cerner to Cerner)

• external collaboration (Cerner to our Clients and Partners)

• external collaboration (Clients/Partners to Clients/Partners)

 

A majority of our members, clinicians and IT staffers, simply want a valuable way to connect, learn, and share with others like them.  The ER physician in Seattle wants to know how he can decrease wait times for his patients through advanced queuing.  An ER physician in Tampa has done just that.  uCern helps establish that relationship as well as provide a community where that process can be shared with the physician in Seattle, as well as with thousands of other physicians in uCern.  uCern is not only Jive SBS technology, it is a highly connected web of interactions across Cerner, our clients, and the complex healthcare environment, with information and relationships at the core.

 

uCern has to generate value, not only for our clients, but also for Cerner.  The value comes in connecting the right member with the right information at the right time.  As evident in the Jive case study, uCern is creating value for Cerner and our clients.

 

Operationally, uCern has evolved over the last 14 months by placing less of an emphasis on growing membership, but instead ensuring that our members are active and that uCern is an integral part of their workflow, regardless of their roles with their organizations.  We know that if our members are active within the confines of uCern, future activity will be determined by their satisfaction and value derived from their experiences.

Growth Cycle - Larger.JPG

• If page load times are too long… we will lose them.

• If they can’t find what they are looking for… we will lose them.

• If questions they post are not answered…we will lose them and they will look elsewhere.

 

The alternative is that as a member is active, if he is finding what he wants and receiving answers to questions he posts, his satisfaction and value derived is maintained or increased.  The viral effect occurs, and he begins recruiting his peers to use uCern.

 

Investing in Social Business

After reading a recent Newsweek magazine article asking whether social media and Web 2.0 are the next Dotcom bubble, I could not help but wonder if there is some truth to this statement.  There has been an exponential amount of growth in just the last several years.  Seemingly every technology company is trying to figure out how it can get a seat on the right bus that is rapidly racing up the mountain top.  So the question is, are you on the right bus?

 

I can tell you that Cerner was very careful when we were looking for solutions to help bring social business to Cerner, our clients, and healthcare.  We focused on what our needs and expectations were up front, and paid less attention to what technology is available by this vendor or that open source community.  We knew that whatever technology was available, we were going to need it to fit healthcare and our unique challenges.  We looked for a true partner that shared the same vision that we did, understood our challenges, and had an aggressive roadmap to continually innovate and set the standard for social business software and practice.  Jive is that true partner with Cerner.

 

To learn more about Cerner, the business goals it’s realized, and its journey with Jive, read the latest Jive case study on Cerner. We also invite you to attend our January 26 webcast where we will discuss "5 Lessons on Bringing Social Strategies to the Customer Experience."

 

Healthcare is complex.  Healthcare is global.  Healthcare impacts everyone and as evident from the actions in the US this past year, is extremely political.   There is no silver bullet for fixing healthcare, but Cerner is taking steps to help fix one of the largest challenges that exist in healthcare today: communication and collaboration.  At Cerner, we use Jive social business software to meet that challenge. The following is an expansion of Cerner’s Case Study for using social business software, available on Jive’s website (link “available on Jive’s website” to the actual Case Study).
Background
Cerner Corporation is in the business of transforming healthcare by eliminating error, variance and waste for providers and consumers all over the world.  With almost 100 solutions ranging from electronic health records (EHRs) to standalone medication dispensing machines, Cerner is working to connect all areas of healthcare delivery.  One of our flagship systems, Cerner Millennium® is present in more than 30 percent of all healthcare organizations in the U.S.  So you might be asking, how does social business software fit into healthcare?
We all know that knowledge is power, and in healthcare, that knowledge and the flow of that information is critical and in some instances life threatening.   Speed and accuracy is of the upmost importance.  In healthcare, information becomes siloed, similarly to a corporate environment.  But whereas businesses in many industries have been increasingly more accepting of sharing and collaborating internally or externally, the healthcare industry still struggles to adopt more collaboration technologies.  A recent NetProspex report summed up healthcare’s current position in social technologies.  (Hint:  Funeral homes are twice as social as healthcare).
Changing the Way we Work
At Cerner, we are working to improve collaboration and the rate of innovation that occurs in healthcare, healthcare IT, and among our 8,500 clients around the globe.  Cerner partnered with Jive to create our platform, called uCern™, to address these challenges.
Cerner is an organization working to innovate and improve the delivery of healthcare through technology.  No matter how knowledgeable our associates are, we will always be limited by the number of hours in a day or the ever-changing list of priorities.  We needed a way to innovate our technologies faster, while improving our software development.  We needed a direct line to our clients that were requesting technology improvements.  And just as important, those clients wanted to be able to talk to each other about their needs and challenges.  uCern enables those connections.
Today, uCern is connecting more than 30,000 clinicians, IT staffers, executives and Cerner associates in one combined instance of Jive.  Not only is this one of the first of its kind in healthcare, but it’s unique in how we are using one combined platform for:
•     internal collaboration (Cerner to Cerner)
•     external collaboration (Cerner to our Clients and Partners)
•     external collaboration (Clients/Partners to Clients/Partners)
A majority of our members, clinicians and IT staffers, simply want a valuable way to connect, learn, and share with others like them.  The ER physician in Seattle wants to know how he can decrease wait times for his patients through advanced queuing.  An ER physician in Tampa has done just that.  uCern helps establish that relationship as well as provide a community where that process can be shared with the physician in Seattle, as well as with thousands of other physicians in uCern.  uCern is not only Jive SBS technology, it is a highly connected web of interactions across Cerner, our clients, and the complex healthcare environment, with information and relationships at the core.
uCern has to generate value, not only for our clients, but also for Cerner.  The value comes in connecting the right member with the right information at the right time.  As evident in the Jive case study, uCern is creating value for Cerner and our clients.
Operationally, uCern has evolved over the last 14 months by placing less of an emphasis on growing membership, but instead ensuring that our members are active and that uCern is an integral part of their workflow, regardless of their roles with their organizations.  We know that if our members are active within the confines of uCern, future activity will be determined by their satisfaction and value derived from their experiences.
•     If page load times are too long… we will lose them.
•     If they can’t find what they are looking for… we will lose them.
•     If questions they post are not answered…we will lose them and they will look elsewhere.
The alternative is that as a member is active, if he is finding what he wants and receiving answers to questions he posts, his satisfaction and value derived is maintained or increased.  The viral effect occurs, and he begins recruiting his peers to use uCern.
Investing in Social Business
After reading a recent Newsweek magazine article asking whether social media and Web 2.0 are the next Dotcom bubble, I could not help but wonder if there is some truth to this statement.  There has been an exponential amount of growth in just the last several years.  Seemingly every technology company is trying to figure out how it can get a seat on the right bus that is rapidly racing up the mountain top.  So the question is, are you on the right bus?
I can tell you that Cerner was very careful when we were looking for solutions to help bring social business to Cerner, our clients, and healthcare.  We focused on what our needs and expectations were up front, and paid less attention to what technology is available by this vendor or that open source community.  We knew that whatever technology was available, we were going to need it to fit healthcare and our unique challenges.  We looked for a true partner that shared the same vision that we did, understood our challenges, and had an aggressive roadmap to continually innovate and set the standard for social business software and practice.  Jive is that true partner with Cerner.
To learn more about Cerner, the business goals it’s realized, and its journey with Jive, read the latest Jive case study on Cerner.

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