Escalating Support Cases
Considerations before escalating In Khoros’ support case portal, you can set or change the "Customer Priority" field between low, medium, and high. When issues are urgent, changing the priority to "high" will push them up the list of issues based on your support level. One practice to avoid is creating a support case and escalating it the same day. Same-day escalations are generally pushed back to allow the team to go through the standard support triage process and gather all necessary information before bringing in other experts or teams. Shortcutting tends to be disruptive to that process and introduces further delays. While it is essential to stay in close contact with your account team, we strongly recommend bypassing them for escalations and instead escalating directly via Khoros’ support chatbot, Maia. Ad-hoc escalations create back channels and can duplicate efforts, resulting in delays or confusion. Customer success managers are also automatically informed about escalations, so they will be aware. When should I escalate? You should escalate a support case when there is urgency involved. This would include issues such as, but not limited to: Time constraints (SSL cert expiring, deadlines, events, etc.) A major impaired function that does not qualify as a severity 1 issue SLA missed for first response Unresponsive or lack of updates in a case Although Khoros endeavors to keep it to a minimum, there may be times when escalated issues are not accepted as valid escalations. Decisions about escalations are entirely at the discretion of the team responsible for escalations. Additionally, the escalation feature is not designed to replace the outage alias. Any issue that qualifies as outage severity should continue to go through the standard outage process of emailing outage@khoros.com or setting the case severity to "1." When can I escalate? All severity 1 cases (outages) are automatically escalated to our Mission Critical Support team and thus do not require further escalation. Cases submitted through email or the case portal with a lower severity rating can be escalated. We recommend allowing the support team 24 hours to review the case before escalating. Can I escalate outages? All severity 1 issues are considered outage level, and it's unnecessary to escalate since an on-call team is available 24/7/365 for issues that qualify. Severity 1 cases are already at the highest and most visible level possible. How do I escalate a support case? You can escalate a case by opening Maia (in-app chat or via Atlas) and typing ‘escalate a case.’ Maia will ask a few questions: Enter your case number Reason for escalation (select one): time constraints, lack of updates, defect resolution time, missed SLA, security concern Number of users impacted: (select one) single user, less than 50% of users, more than 50% of users Explain how this issue impacts your business operations Would you prefer a live call to share the latest update on this escalation? (select one) Yes, No All escalation requests will go to an active queue, which our shift supervisors and managers will acknowledge and review to determine the next steps. All further updates will be provided directly in the case.Support Notifications
Khoros Support tracks a notification list to always keep you and your team up to date on news about our product as well as specifics for your particular environment. These notification lists are used for: Khoros Communities and/or Care upgrade notifications Maintenance that falls outside of the standard maintenance windows Miscellaneous product updates For notifications of any system-wide availability updates, potential issues with critical third party services (such as Facebook or Twitter) that we learn about, or any other mass outage of our platform, please subscribe directly to status.khoros.com via email or SMS. If you purchased the Gold or Platinum support package and have access to the Case Portal. Please contact Supportany time to update either notification list and ensure members of your team/organization are notified of important updates!Using the Khoros Community Case Portal
This article refers to Khoros’s own implementation of the Case Portal within the Khoros Atlas Community. To access the Atlas Case Portal Register for Khoros Atlas using the email address you log into the Khoros Platform with, and follow the email verification steps. Once registered and verified, email support@khoros.com and provide the following information: Full Name Email Address Khoros Atlas community username Whether or not you will need access to all of your organization’s cases. What environment/Khoros product you will need access for You will receive a confirmation email once the team has granted you with access, at which point you will be able to access the Case Portal. Creating a New Case Click Create Case. 2. Fill out the form, including as much detail as possible, attach screenshots where relevant, and save your Case. Looking for an existing case Go to the main Case Portal page to view all open/resolved cases that you personally created. From here you can both search for your case by Case # or subject, and review the status and last response for each Case. If you requested access to the organization's cases, you can view them by clicking on 'Account Cases' Managing Existing Cases Click on the title of an existing case. 2. To Reply to the Case, scroll past the Case Details sections to the thread of comments beneath. Add a new Comment to reply and update the Case. 2. ToClose a Case, click Close Case at the top right corner of the page. Additional Information Guide to reporting issues Troubleshooting the Atlas Case Portal If you experience any issues while navigating the Case Portal, please submit a new Case and the team will investigate. If you are unable to submit a new case, please contact support@khoros.com with details of the issue you are experiencing.
What companies are subprocessors to Khoros?
Data Location & Subprocessor Guide Khoros has offices in the USA, the EU, the UK, India and Australia. These offices may have access to customer personal data for support and engineering purposes. Khoros also uses subprocessors in its applications to help it perform certain Services. Suprocessors are third-party entities with whom Khoros contracts to perform these Services and who may process customers’ personal data. Khoros contractually requires its subprocessors to comply with security and data privacy standards that are at least as protective as those that Khoros commits to its customers. Specifically, as concerning European Union data privacy regulatory compliance, Khoros complies with the EC Standard Contractual Clauses and requires that those subprocessors that have access to Customer personal data also comply. For information on our subprocessors, please scroll down to the charts below or simply click on one of the following links to be redirected to the corresponding chart: What has changed since our last version: We have added AWS Australia as a cloud hosting subprocessor (both regular and optional) for our APAC Community customers. MARKETING SUBPROCESSORS Subprocessor Purpose Data Hosting Location Customer Location AWS USA Cloud hosting USA Worldwide Airship Mobile push notifications which might contain PII USA, EU Worldwide Fastly Content delivery network Worldwide (location list at: https://www.fastly.com/network-map) Worldwide Pendo In-app help, guidance, and announcements USA Worldwide SendGrid (Twilio) Email service provider used to send emails USA, UK, India, and Japan Worldwide Sumo Logic Log collection and storage USA Worldwide Twilio Provides programmable communication products and services, primarily in the form of APIs USA Worldwide Zencoder (Brightcove) Video transcoding; Although it does not handle PII, it may have access to unreleased marketing assets USA, Australia, Mexico, Singapore, UK, Spain, France, Germany, and Sweden Worldwide OPTIONAL MARKETING SUBPROCESSORS Talkwalker Deep listening services for select Strategic Services Customers EU (Germany) Worldwide CARE SUBPROCESSORS Subprocessor Purpose Data Hosting Location Customer Location AWS USA Cloud hosting USA USA and Canada Customers EMEA/APAC Customers solely for authentication data* AWS Ireland Cloud hosting Ireland EMEA Customers* AWS Australia Cloud hosting Australia APAC Customers* Pendo In-app help, guidance, and announcements USA Worldwide Sendgrid (Twilio) Email services provider used to send emails USA, UK, India, and Japan Worldwide Sumo Logic Log collection and storage USA USA, Canada, and EMEA Customers Sumo Logic Log collection and storage Australia APAC Customers Sunshine Conversations Extends conversational capabilities USA and EU Worldwide Twilio Provides programmable communication products and services, primarily in the form of APIs USA Worldwide OPTIONAL CARE SUBPROCESSORS Box File storage for Customers using the “File Preview Feature” USA Worldwide Cloud Elements API integration platform for CRM USA and Ireland Worldwide * = User profile and authentication data for the sole purpose of providing a unified log-in experience will be hosted in AWS USA for all Care customers. All other customer data is hosted in region where customer is situated. KHOROS BOT SUBPROCESSORS Subprocessor Purpose Data Hosting Location Customer Location Auth0 User authentication Germany Worldwide AWS EU West 1 Cloud hosting Amsterdam, Germany, and Luxembourg Worldwide AWS Ireland Cloud hosting Ireland Worldwide Cloudflare Web firewall and CDN Worldwide Worldwide Customer.io CRM USA Worldwide MongoDB Database management Belgium Worldwide OPTIONAL KHOROS BOT SUBPROCESSORS Google Ads (and analytics) Advertising USA Worldwide Vertex AI (Google Cloud) Provides advanced machine learning to enhance Khoros Bot and Agent Assist functionality, including large language models (LLMs) USA (Oregon) US and Canada Customers Vertex AI (Google Cloud) Provides advanced machine learning to enhance Khoros Bot and Agent Assist functionality, including large language models (LLMs) UK EMEA Customers Vertex AI (Google Cloud) Provides advanced machine learning to enhance Khoros Bot and Agent Assist functionality, including large language models (LLMs) Australia APAC Customers Sendgrid (Twilio) Email provider USA Worldwide Sentry.io Error reporting USA Worldwide COMMUNITY SUBPROCESSORS Subprocessor Purpose Data Hosting Location Customer Location AWS USA Cloud hosting USA USA, Canada, and APAC** Customers AWS Ireland Cloud hosting Ireland EMEA Customers AWS Australia Cloud hosting Australia APAC** Customers Akismet Spam detection USA and Australia Worldwide Clarotest Consulting Lab S.R.L. Some access to customer data as part of outage mitigation Argentina Worldwide Pendo In-app help, guidance, and announcements USA Worldwide Sendgrid (Twilio) Email services provider used to send emails USA, UK, India, and Japan Worldwide Sumo Logic Log collection and storage USA Worldwide Sunshine Conversations Extends conversational capabilities USA and EU Worldwide OPTIONAL COMMUNITY SUBPROCESSORS Akamai Technologies Content delivery network Worldwide (location list at: https://www.akamai.com/us/en/locations.jsp) Worldwide AWS Australia Cloud hosting Australia APAC** Customers Brightcove Video playback and storage USA, Australia, Mexico, Singapore, UK, Spain, France, Germany, and Sweden Worldwide Box File storage for Customers using the “File Preview Feature” USA Worldwide ETI Migrations Bulgaria, Italy, and UK Worldwide ** APAC Customers with Khoros Communities created prior to July 2024 will be hosted via AWS USA unless they have expressly opted to migrate to AWS Australia (fees apply). APAC Customers with Khoros Communities created July 2024 and after will be hosted via AWS Australia. BUSINESS OPERATIONAL SUBPROCESSORS Subprocessor Purpose Data Hosting Location Customer Location Domo Business intelligence and data visualization tool USA Worldwide Atlassian (Jira) Product support tool for Professional Services issue tracking and project management USA Worldwide Salesforce*** Customer relationship management USA Worldwide Workato System integration USA Worldwide OPTIONAL BUSINESS OPERATIONAL SUBPROCESSORS Litmos Learning management system used to host product training content USA Worldwide *** = Salesforce may be used in conjunction with other third-party applications or add-ons.Khoros Cookies Datasheet (Community, Care, Marketing, Khoros Bot)
Cookies are small data files stored in web browsers to track usage and enable useful services and features when using Khoros Services or interacting with Khoros. This document provides information on the standard cookies used by Khoros Services and Khoros generally and how to reject or delete those cookies should users choose to do so. Understand that restricting cookies can have an adverse impact on the functionality and the online user experience when interacting with Khoros and Khoros Services. We classify the cookies typically used by Khoros and Khoros Services into the four broad categories described below. Type Classification Description Example 1 Strictly necessary These cookies are necessary for the proper functioning of the community, such as tracking a user session, or accessing secure areas. Session cookie used to pin a logged-in session to a browser 2 Performance The information these cookies collect is anonymous and is used to collect aggregate data including information about the pages users visit. Cookies delivered by Omniture WebAnalytics and Google Analytics for purposes of aggregate reporting 3 Functional These cookies allow websites to remember preferences and settings, such as your username, language, region, font size, and so on. Cookie used to hold a user’s username as part of a “remember me” feature 4 Tracking, targeting and sharing These cookies remember that you've visited a website, a particular web page, and/or track your activities on the site. This information is sometimes shared with third party advertisers for serving targeted online advertising or other personalized content. Cookies used to track visitor activity on an individual basis can be used by Khoros or its third party business partners to serve personalized content, and/or later aggregated and used to analyze website traffic and trends. How to control cookies Some cookies are necessary for the proper operation of Khoros Services and disabling or removing them may have an adverse impact on the proper functioning and user experience. However, users may choose to view, block, or remove cookies set by Khoros Services through their web browser settings (or any website cookies for that matter). Consult the help feature for your specific browser to find how. Here are some useful links for your convenience. Microsoft Internet Explorer Privacy Settings and Information Google Chrome Privacy Settings and Information Mozilla Firefox Privacy Settings and Information Apple Safari Privacy Settings and Information Also, you may choose to consult an external and independent third party website such as AboutCookies.org or www.youronlinechoices.eu/ if you are in the European Union which provides comprehensive information on a variety of browsers and how to control or change their respective privacy settings. Cookies used by Khoros The following standard cookies are used by: Khoros Community Community Analytics Khoros Care Khoros Marketing Khoros Bot Atlas Turning off or removing these cookies may have an adverse impact on the proper functioning and user experience when interacting with Khoros and/or using Khoros Services. Khoros Community Cookies Cookie Name Type Description and Purpose Expiration Time/Type If removed, disabled, or not accepted AWSALB 1 AWS sticky session cookie required for load balancer routing. See this document for further information. Request ( persists for 7 days) Sticky session won't work and some functionality will break. AWSALBCORS 1 For continued stickiness support with CORS use cases after the Chromium update, we are creating additional stickiness cookies for each of these duration-based stickiness features named AWSALBCORS (ALB). See https://docs.aws.amazon.com/ elasticloadbalancing/latest/ application/sticky-sessions. html for further information. Request ( persists for 7 days) _ga 2 Distinguishes users using a unique ID. It is used by Google Analytics to calculate visitor, session, and campaign data. By default, the configuration setting that sets this cookie is disabled. File a Support ticket to request enablement. 2 years (persistent) Visitor and session data will not be tracked and will not be available to Google Analytics !lithiumSSO:{client_id} 1 Used for passing authentication information to Khoros This cookie is a cancel cookie. Khoros sets this cookie so that we don't re-read the original lithiumSSO cookie set with SSO. session SSO will not be functional for the user LiSESSIONID 1 Session management session User cannot log in, and is treated as an anonymous user lia.anon.{setting or config name} 3 Stores community-wide configurations and settings for anonymous users 1 year (persistent) Community behavior will follow defaults and any UI convenience changes made by the user will be ignored. liSdkOptions:{communityId} 3 Dropped when a Studio user navigates to Studio > Advanced > SDK and clicks Submit after checking the View as anonymous checkbox. The cookie allows developers to sign out of the community but still have it find the URL to use for rendering a skin that is hosted via the Community Plugin SDK. This cookie is used only on stage sites. 1 month or when the View as anonymous checkbox is unselected The community will serve the URL for the skin set on the stage site instead of the URL to the locally hosted skin (so local SASS development will not work when the user is signed out) lithium.anonymous. usersetting.{setting name} 3 Remembers user preferences 1 year (persistent) The community will not remember the user’s setting preferences lithium.anonymous. usersetting.profile. language 3 Remembers language preferences 1 year (persistent) The community will not remember the user’s language preferences. The language will default to the native language defined for the community. lithiumLogin:{community id} 3 Keeps users logged in when they make a request after their session has expired. It is triggered when a user checks Save login name and password. The cookie is encrypted and includes a unique user secure ID in the database. 30 days (persistent) The "auto login" and "remember me" features will not work LithiumNotifications 3 Temporarily stores Realtime Notification messages (Toast messages) session Realtime notification toasts may not appear (pop-up) after a page transition. LithiumUserInfo 1 Session management session The user will not be able to view secure pages and will be redirected to the login page LithiumUserSecure 1 Secure Session management session The user will not be able to view secure pages and will be redirected to the login page. LithiumVisitor 1 Replaces VISITOR_BEACON. Khoros currently uses both for backward compatibility. This cookie computes billing visits, registered billing visits, visits, registered visits, and unique visitors metrics. The cookie is encrypted and stores when it was first issued, when it was last seen by Khoros, an unique visitor ID (which is unique per visitor’s browser). Configurable (Default = 6 Months) Note: To change the default value, contact Khoros Support. Visits and unique visitors metrics will not be accurate. There will be a new billable visit on each new request. Customers on billing visits model will be affected. P{poll_id}U{user_id}R{reset_count} 3 Tracks when a user has voted in a poll and tracks the answer value. The cookie is used to prevent a user from voting multiple times in a single poll. The cookie is only placed if Use cookies to prevent multiple votes is enabled in Community Admin. 14 days If the user is an anonymous user, the user will be able to vote multiple times when the cookie is cleared. If the user is logged in, votes, and then clears the cookie, they are not allowed to revote. PushyAuthToken 1 Authenticates the user for a session with Realtime Notifications service (Pushy) Manually cleared when the user logs out or when their session expires due to inactivity WebSocket connections to the Realtime Notification service will fail with a 403 Forbidden error and the user will not see realtime notifications. VISITOR_BEACON 1 Computes billing visits, registered billing visits, visits, registered visits, and unique visitors metrics. The cookie is encrypted and stores, when it was first issued, when it was last seen by Khoros, the user ID, and its own unique ID. Configurable (Default = 6 Months) Note: To change the default value, contact Khoros Support. Visits and unique visitors metrics will not be accurate. There will be a new billable visit on each new request. Customers on billing visits model will be affected. VISITORID 1 Distinguishes between human and bot traffic 3 years (session) Defeats the bot detection mechanism. (May see increased spam on the community.) ValueSurveyParticipation 3 Stores a timestamp storing the creation time of this cookie, which is used in value survey trigger logic. Default is 90 days. Configurable in Community Admin The user will get multiple prompts to take a survey ValueSurveyVisitorCount 3 Stores the survey visit count of the user, which is used in logic that determines when a survey is triggered. This cookie is used in conjunction with the ValueSurveyParticipation cookie. When the ValueSurveyParticiation is set, the count for ValueSurveyVisitorCount cookie is reset to 0. Expires when the ValueSurveyParticipation cookie is either set or expires The user will not be prompted to take a survey until the count defined in the Delay before prompting user with survey field in Community Admin > Features > Value Surveys > Settings is met. LithiumCookiesAccepted (for Cookie Banner v1) 1 Stores the information of whether the user has given explicit consent by clicking "Accept" on the cookie banner to store Type 2, Type 3 & Type 4 cookies. For Cookie Banner v1, this cookie stores: -'1' if the user has explicitly clicked "Accept" in the cookie banner. -'2' if user clicked "Reject". Configurable (Default = 6 months). This cookie is not session specific (persistent) and will be maintained across sessions. This cookie is not dropped if OOTB cookie banner is disabled. If the banner is enabled and this cookie is explicitly removed from the browser, the cookie banner will appear again and Type 2, Type 3 & Type 4 cookies will not be stored unless the user clicks “Accept” again. LithiumNecessaryCookiesAccepted (for Cookie Banner v2 and Aurora) 1 Stores the information of whether the user has given explicit consent by clicking "Accept", "Reject" or "Confirmed" their choices from options under "Preferences" on the cookie banner to store Type 1 cookies. For Cookie Banner v2 this cookie stores: -'0' when the OOTB cookie banner for the site is enabled and user has not explicitly clicked "Accept" or "Reject" or "Confirmed" their choices from "Preferences". - For Classic: '0' when the OOTB cookie banner for the site is enabled and user clicked "Reject". - For Aurora: "1" when the OOTB cookie banner for the site is enabled and user clicked "Reject". -'1' if the user has explicitly clicked "Accept" or "Confirmed" their choices from "Preferences". Irrespective of the value, Type 1 cookies are always stored in the browser. Configurable (Default = 6 months). This cookie is not session specific (persistent) and will be maintained across sessions. This cookie is not dropped if OOTB cookie banner is disabled. If the banner is enabled, removing or deleting this cookie from the browser will not impact any Type 1 cookies that are stored in the browser. LithiumFunctionalCookiesAccepted (for Cookie Banner v2) 1 Stores the information of whether the user has given explicit consent by clicking "Accept", "Reject" or "Confirmed" their choices from options under "Preferences" on the cookie banner to store Type 3 cookies. For Cookie Banner v2 this cookie stores: -'0' when the OOTB cookie banner for the site is enabled and user has not explicitly clicked "Accept" or "Reject" or "Confirmed" their choices from "Preferences". -'1' if the user has explicitly clicked "Accept" in the cookie banner or "Confirmed" their choices from "Preferences". -'2' if user clicked "Reject". Configurable (Default = 6 months). This cookie is not session specific (persistent) and will be maintained across sessions. This cookie is not dropped if OOTB cookie banner is disabled. If the banner is enabled and this cookie is removed from the browser, then new Type 3 cookies will not be stored in the browser. LithiumTargetingCookiesAccepted (for Cookie Banner v2) 1 Stores the information of whether the user has given explicit consent by clicking "Accept", "Reject" or "Confirmed" their choices from options under "Preferences" on the cookie banner to store Type 4 cookies. For Cookie Banner v2 this cookie stores: -'0' when the OOTB cookie banner for the site is enabled and user has not explicitly clicked "Accept" or "Reject" or "Confirmed" their choices from "Preferences". -'1' if the user has explicitly clicked "Accept" in the cookie banner or "Confirmed" their choices from "Preferences". -'2' if user clicked "Reject". Configurable (Default = 6 months). This cookie is not session specific (persistent) and will be maintained across sessions. This cookie is not dropped if OOTB cookie banner is disabled. If the banner is enabled and this cookie is removed from the browser, then new Type 4 cookies will not be stored in the browser. LithiumPerformanceCookiesAccepted (for Cookie Banner v2) 1 Stores the information of whether the user has given explicit consent by clicking "Accept", "Reject" or "Confirmed" their choices from options under "Preferences" on the cookie banner to store Type 2 cookies. For Cookie Banner v2 this cookie stores: -'0' when the OOTB cookie banner for the site is enabled and user has not explicitly clicked "Accept" or "Reject" or "Confirmed" their choices from "Preferences". -'1' if the user has explicitly clicked "Accept" in the cookie banner or "Confirmed" their choices from "Preferences". -'2' if user clicked "Reject". Configurable (Default = 6 months). This cookie is not session specific (persistent) and will be maintained across sessions. This cookie is not dropped if OOTB cookie banner is disabled. If the banner is enabled and this cookie is removed from the browser, then new Type 2 cookies will not be stored in the browser. _pendo_meta.* 4 Cookie is used by Communities to show in-app feature guides in the "Community Admin" section Persistent None _pendo_accountId.* 4 Cookie is used by Communities to show in-app feature guides in the "Community Admin" section Persistent None _pendo_visitorId.* 4 Cookie is used by Communities to show in-app feature guides in the "Community Admin" section Persistent None mPulse 2 mPulse enables real-time performance monitoring and analysis of the community and helps improve over... 7 days The mPulse tools and dashboards from within Akamai will no longer contain the relevant real user measurement data. kh-local-storage (for Aurora only) 3 Introduced in Aurora 23.5/23.6 when it was discovered that Android apps need to have local storage enabled to embed a community via WebView. If local storage is not enabled, the app falls back to using this cookie for local storage instead. Session Mobile Android apps that embed a community using WebView and do not have local storage enabled will fail to render pages. LithiumImpersonatedUser (for Aurora only) 3 Keeps reference of the user being impersonated when theSwitch Memberfeature is enabled. 30 minutes Switch Member feature would not work as cookie is used to identify the impersonated user. kh-sso 1 When the bounce URL is set in the SSO properties, the user is redirected to said URL if it’s not authenticated. In order to avoid a redirection loop, this cookie is set to mark that the user has already been redirected once. Session If the bounce URL is set in the SSO properties, the user may enter a redirection loop and be unable to access the community. LithiumUserExternalVideoConsent 1 Remembers users' preferences to consent to cookies originating from external video providers 180 days / 6 months Users are asked to consent to cookies originating from external video providers LithiumLocalePreferences (For Classic and Aurora communities) 3 Used to keep track of the user’s preferred language 24 hours Increase in number of calls to verify user language preference. Language preference order may be altered or may default to browser selected preference. For Aurora - If this cookie is not present, a query will be executed to retrieve the language. If the user does not have a value in their preferences, we will use the browser's `Accept-Language` header. LithiumToggleTextKeys 3 Used to enable toggle text key functionality in end-user app. 24 hours Toggle text keys functionality would not show on end-user app and therefore could not be used. LithiumLocalizedCategoryLocalePreference(Aurora only) 3 Used to keep track of the users selected language in the language selector when Localized Community is enabled in Aurora. 24 hours Users selected language from the language selector will not persist. Language preference will shift back to the language retrieved from the users browser `Accept-Language` header. Community Analytics Cookies Cookie Name Type Description and Purpose Expiration Time/Type If removed, disabled, or not accepted SIP|ws 3 Tracks the workspace to redirect to after a session timeout 1 day All Khoros Community cookies also apply to Community Analytics Khoros Care cookies Cookie Name Type Description and Purpose Expiration Time/Type If removed, disabled, or not accepted X-TOKEN-ID 1 Protects against cross-site scripting Session This is a security token. It is critical for the application to run PLAY_SESSION 1 This is the main session cookie Session This is the main session cookie. It is critical for the application to run __sdx_page 3 Stores the user’s current application tab 14 days When a user reloads the page, the user is redirected to the default tab instead of to the last tab used in the application PLAY_LANG 3 Retrieves the user’s language 14 days This is used only when LSW cannot detect the browser language and a user has no language set Khoros Care Analytics Cookies Cookie Name Type Description and Purpose Expiration Time/Type If removed, disabled, or not accepted XSessionID 1 This is the main session cookie 24 hours This is the main session cookie. It is critical for the application to run JSESSIONID 3 This is an auto-generated JSP cookie Session The application does not rely on this cookie but uses the cookie occasionally to auto-generate UUIDs Care Publisher Cookies Cookie Name Type Description and Purpose Expiration Time/Type If removed, disabled, or not accepted TOCOMA-CID 1 The user’s main session cookie Expires when the browser session ends The application will not run Khoros Marketing Cookies In addition to the _ga cookie used by Khoros Communities (see the “Khoros Communities cookies” chart above), Khoros Marketing also uses the following cookies: Note: Khoros Experiences customers can set additional cookies on websites where they publish visualizations created by the Khoros product, in addition to the standard cookies disclosed below. These cookies are set by social networks when a user signed in to the social network visits the website. Description and Purpose Cookie Name Type Expiration Time/Type Consequence if removed, disabled, or not accepted sf-ui.login.spredfast.com 3 - Functional Expanded user auth info Persistent None sfauth-login.spredfast.com 1 - Strictly necessary User Auth Info 12 hours Users cannot use the products sfjwt-login.spredfast.com 1 - Strictly necessary User Auth Info 12 hours Users cannot use the products sfcsrf-login.spredfast.com 1 - Strictly necessary Cross-site request protection 12 hours Users cannot use the products sfsig-login.spredfast.com 1 - Strictly necessary User Auth Info signature 12 hours Users cannot use the products _ga 2- Functional Google Analytics - Used to distinguish users. 2 years None _gid 2- Functional Google Analytics - Used to distinguish users. 24 hours None _gat 2- Functional Google Analytics - Used to throttle request rate. If Google Analytics is deployed via Google Tag Manager, this cookie will be named _dc_gtm_<property-id>. 1 minute None _pendo_accountId.* 4 - Tracking, targeting and sharing Cookie is used by marketing software for user analytics Persistent None _pendo_meta.* 4 - Tracking, targeting and sharing Cookie is used by marketing software for user analytics Persistent None _pendo_visitorId.* 4 - Tracking, targeting and sharing Cookie is used by marketing software for user analytics Persistent None PHPSESSID 1 - Strictly necessary Only contain a reference to a session stored on the web server. No information is stored in the user's browser and this cookie can only be used by the current web site. Session Users cannot use the product csrf_token 1 - Strictly necessary Cross-site request protection Session Users cannot use the product campaignTab 3 - Functional Used to track and restore last tab in Initiative Settings Session None _tweetriver_session 1 - Strictly necessary Only contain a reference to a session stored on the web server. No information is stored in the user's browser and this cookie can only be used by the current web site. 24 hours Users cannot use the product _tweetriver_session 1 - Strictly necessary Only contain a reference to a session stored on the web server. No information is stored in the user's browser and this cookie can only be used by the current web site. 24 hours Users cannot use the product mr_inst_token 3 - Functional Allows users to like an Instagram status from Vizzes Session Users cannot like an Instagram status from Vizzes mr_pauth_t 1 - Strictly necessary Redirects the user after photo share Session User will not be redirected after sharing a photo poll-user-id 3 - Functional Tracks a random user id for submitting to a poll (so repeat votes can be tracked). Session Duplicate poll votes cannot be tracked. redirectToOldModeration 3 - Functional Redirects the user to old stream moderation tool Session May be deprecated or non-functioning at this time Customer and Third-Party Cookies on Khoros Communities Khoros customers may set additional cookies on Khoros Community in addition to the standard cookies disclosed above. These cookies are set and controlled by Khoros customers and their affiliates for various purposes such as website usage tracking (very common practice) and targeting for surveys or advertising in some cases. Khoros does not control the dissemination of such cookies. If you need more information on which additional cookies are set on the Community you are visiting, visit the community’s privacy section. You may also wish to review the How to control cookies section to view, remove, or block certain cookies. Note that disabling or removing cookies may have an adverse impact on the proper functioning of the community, and certain features may become disabled or unavailable. Cookies Set by Third-Party and External Sites Communities may contain embedded images, videos, and links to external and third-party websites. Khoros customers may also include syndicated content on their communities such as banner ads and similar embedded objects from their affiliates and partners. As a result, when you click on such an object you may be presented with cookies from the owner of that respective website where the content is hosted. Khoros does not control the dissemination of such cookies. Contact the relevant third party website for their privacy policy and cookie information. Note that disabling or removing cookies may have an adverse impact on the proper functioning of the community, and certain features may become disabled or unavailable. Khoros Bot Cookies Khoros recently acquired Flow.ai which provides Intent Detection and Suggested Responses in Enterprise Architecture and uses the following cookies in the provided cookie bar when accepted by the website visitor: Cookie Name Location Description Type Cloudfire Dashboard The cookie is used by CloudFare to identify individual clients behind a shared IP address and apply security settings on a per-client basis. It does not correspond to any user ID in the web application and does not store any personally identifiable information. Strictly necessary Google Analytics Dashboard The cookie is used by Google analytics to calculate visitor, session, campaign data, user interaction with the website and keep track of site usage for the site''s analytics report. The cookies store information anonymously and assign a randomly generated number to identify unique visitors. Performance Stripe Dashboard This cookie is used to enable payment on the website without storing any payment information on a server. Strictly necessary Atlas Cookies In addition to the AWSALBCO, AWSALB, _ga, LiSESSIONID, LithiumVisitor and VISITOR_BEACON cookies used by Khoros Communities (see the “Khoros Communities cookies” chart above) Khoros Atlas Community also uses the following cookies: Cookie Name Type Description and Purpose Expiration Time/Type __cfduid Necessary The cookie is used by cdn services like CloudFare to identify individual clients behind a shared IP address and apply security settings on a per-client basis. It does not correspond to any user ID in the web application and does not store any personally identifiable information. 1 month _hjFirstSeen Analytics This is set by Hotjar to identify a new user’s first session. It stores a true/false value, indicating whether this was the first time Hotjar saw this user. It is used by Recording filters to identify new user sessions. 30 minutes _gat_UA-134360776-2 Other No description 1 minute _gat_UA-134360776-3 Other No description 1 minute _hjTLDTest Other No description session _hjid Other This cookie is set by Hotjar. This cookie is set when the customer first lands on a page with the Hotjar script. It is used to persist the random user ID, unique to that site on the browser. This ensures that behavior in subsequent visits to the same site will be attributed to the same user ID. 1 year Munchkin Javascript Tracking API 4 Tracking of end-user page visits. Tracking of clicks to specific landing pages and external web pages. 720 days, and we're currently supporting Do Not Track functionality Contact Khoros For Privacy related requests email privacy [at] khoros [dot] com. Use a secure communication method such as PGP or SMIME for sharing sensitive information. Find Khoros' Privacy Policy. For Security related requests email security [at] khoros [dot] com. Use a secure communication method such as PGP or SMIME for sharing sensitive information. Read about our Security Testing and Reporting Policy. For sales related and general inquiries, contact your designated Account Manager or visit our website.Khoros Customer Data Retention and Destruction Policy
Data Retention Customer data is generally retained for the duration of the customer’s contract with Khoros. Exceptions to this include: Khoros Marketing: Data imported from various social media platforms is retained for a rolling twenty four (24) months before it is automatically purged. Khoros Care: Data imported from various social media platforms is stored for the life of the agreement but can only be exported from the Services for a period of 18 months. Khoros Community: Data processed within Khoros Community will be retainedfor the life of the agreement. While being retained, all customer data must be retrievable and maintained per applicable legal, contractual and regulatory requirements. Customer's data will be available for 30 days from the date of termination or expiration of the agreement. Once the agreement ends, the data will be returned to the customer, provided however Customer provides timely written request. If Data is declined by Customer, Customer agrees Khoros has no further obligation to retain Customer’s data. Deletion of the data occurs thirty (30) days after the expiration or termination of the agreement with the following exceptions: (a) as otherwise required by applicable law; (b) data on backup systems or media is maintained for 90 days in order to maintain sound business continuity practices and then deleted; and (c) log files are maintained for up to twelve months for security reasons and then automatically deleted. During and after the life of the agreement, Khoros can use aggregated and anonymized data for metrics and reporting purpose. This data does not include any personal information and does not include any information about the customer or the end user. Data Backup and Restoration Backups are taken at least every day and every week and are encrypted using AES 256-bit information and are over written every ninety (90) days. Access to the backups is restricted to authorized individuals. Offsite backups are kept in a secure facility. Backups are made daily and weekly. We conduct backup restoration testing every twelve(12) months. Data Destruction At the expiration or termination of the agreement, if the customer wishes to have a copy of its data, we securely provide the information to the customer for: (i) Khoros Community content, at one time and at no charge, in a machine-readable format, and atKhoros' option, either in a single data extraction or multiple data extractions; and (ii) allother Khoros Services, customer may download the content itself in a comma separatedvalue (.csv) format. Khoros may provide additional reasonable assistance for dataextractions at Khoros’s standard Professional Services rates. The availability of Contentfor extraction or downloading from certain Services will be limited as described abovewithin the Data Retention section. The data is made available for 30 days from the agreement expiration or termination, after which time it is deleted in accordance with the above 'Data Retention' Section.The active data bases are also dropped from the production servers as well after the data extraction is transferred to the customer. Once the media used for storage is retired it is scrubbed or destroyed using NIST SP 800-88 guidelines.Guide to reporting issues
So you've launched a subscription with one of our products and ran into an issue or have a question that you couldn't find the answer for on this community. Don't fret - we've got you covered! It's our mission to ensure your support experience is seamless and effortless. If you have access to the Case Portal, you might have noticed a lot of fields on the new case submission page. Why is all of this information necessary / required? We understand that noteverything you submit to us will merit this information. For example, if you have a simple request or a question, providing steps to replicate or describing the expected and actual behavior may not be relevant. However, the more information you can provide from the start, the faster your experience will be. For all service requests, whether to report a defect or simply a question, there are some fields that will help us solve for your query more effectively. Subject - Just a brief summary, a tweet if you will, about the request Description - Here's where your novel goes, with the entirety of the request Customer Priority- By default, this is "normal" but sometimes there's a High or Low priority request. These should be compared to your others, meaning 90% of your request would typically be "Normal" in priority. Severity- These are contractual levels, but take a look at our Support Page for some definitions. This is a field you can't change once submitted, but our support team can if appropriate. When reporting a defect or issue to Khoros Support, please provide the following information: URL of Khoros Product and/or URL(s) of where the problem occurs Steps to Reproduce Expected Behavior Actual Behavior Browser and OS Username, Roles, or Ranks When asking a question or making a request to Khoros Support, please provide the following information: Subject Description / Request / Question URL of Khoros Product Providing the above will eliminate the chance for any confusion or unnecessary back-and-forth that may lengthen the time your case stays open. On a final note, a picture is worth a thousand words - if you're able to attach screenshots to your case submission, it will be extremely helpful to the team in getting your case moved along even faster. And if a picture is worth a thousand words... a video is worth a million! If the issue you're experiencing is intermittent or rather involved, capture it on a quick video. There are several applications out there that offer video capturing of your screen - Jing is a great free tool to try and works on both PC and Mac.Khoros Maintenance Windows
To enhance operational efficiency, we are standardizing our maintenance windows across all products effective May 20th 2024. Studio Self Publish for Community will now remain operational during maintenance hours, for continuous delivery and deployment flexibility. To continuously improve our products and services, Khoros reserves specific, low traffic windows to perform maintenance to your Khoros product. Examples of maintenance that might be performed include (but are not limited to): Version upgrade to the latest release Configuration of requested feature Deployment of a bug patch/fix to existing version All Products Region UTC AMER 08:00 AM - 12:00 PM APAC 04:00 PM - 08:00 PM EMEA 11:00 PM - 03:00 AM (+1 day) For ease of reference, here are the local Pacific times and Indian times for each region: Region Pacific Daylight Time (PDT) Pacific Standard Time (PST) Indian Standard Time (IST) AMER 01:00 AM - 05:00 AM 12:00 AM - 04:00 AM 01:30 PM - 05:30 PM APAC 09:00 AM - 01:00 PM 08:00 AM - 12:00 PM 09:30 PM - 01:30 AM (+1 day) EMEA 04:00 PM - 08:00 PM 03:00 PM - 07:00 PM 04:30 AM - 08:30 AM * Standard = UTC time during Standard time * Daylight = UTC time during Daylight Savings time * You can look up the specific conversion to your timezone * Maintenance windows cannot be customized. Change windows are set times when planned, no downtime changes are permitted. These changes are scheduled and communicated via the release calendar. By adhering to a set schedule, updates become predictable and manageable. These changes have traditionally not fallen under Maintenance Windows as there is no downtime. By providing visibility into Change Windows and prescribing regularly scheduled times and dates we can deploy with confidence and keep customers informed. Service Day UTC EST IST Core Platform Services Mon 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM CRM Services Mon 10 AM - 3 PM 5 AM - 10 AM 3:30 PM - 8:30 PM Automation and Bot Services Tue 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM Messaging and Governance Services Tue 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM Marketing Services Wed 10 AM - 3 PM 5 AM - 10 AM 3:30 PM - 8:30 PM Analytics Services Wed 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PMKhoros Support Hours & Observed Holidays
Hours of Operation On Severity 1 Service Incidents, Khoros hours of operation are 24/7/365. For all others, standard hours of operation for Khoros Support are as follows (Monday - Friday): Region Hours (Regional) Hours (PST) Americas 6 AM – 6 PM PST 6 AM – 6 PM PST EMEA 7 AM – 6 PM GMT 11 PM - 10 AM PST APAC 7 AM – 4 PM IST 5:30 PM – 2:30 AM PST Additional hours of operation are available with additional support levels or on some grandfathered agreements. Coverage for major holidays, as defined by Khoros regional support, is limited to Severity 1 issues only. Observed Holidays for 2024 Americas New Year’s Day (observed) January 1 Martin Luther King Jr. Day January 15 President’s Day February 19 Spring Holiday March 29 Memorial Day May 27 Juneteenth (observed) June 19 Independence Day July 4 Labor Day September 2 Thanksgiving Day November 28 Day after Thanksgiving November 29 Christmas Eve (observed) December 24 Christmas Day (observed) December 25 New Year's Eve (observed) December 31 EMEA New Year’s Day (observed) January 1 Good Friday March 29 Easter Monday Bank Holiday April 1 May Bank Holiday May 6 Spring Bank Holiday May 27 Juneteenth (observed) June 19 Summer Bank Holiday August 26 Christmas Day (observed) December 25 Boxing Day December 26 APAC New Year's Day January 1 Uttarayana Punyakala / Makara Sankranti January 15 Republic Day January 26 Good Friday March 29 Ugadi April 9 Khutub E-Ramzan April 11 May Day May 1 Juneteenth (observed) June 19 Independence Day August 15 Gandhi Jayanti October 2 Deepavali (Observed) October 31 Kanataka Rajyotsava November 1 Christmas (observed) December 25 Take special note to the holidays based on your location, as they may differ from public holidays in your specific country. Example: If your organization falls within the EMEA region (including, but not limited to UK, France, Germany, Switzerland), all days listed under EMEA are holidays Khoros Support will be observing that year. Standard support coverage will resume on the next business day. Note: We're prepared to support anyseverity level 1 issue all year round, 24x7x365. Should the need for this arise, be sure to include the nature of the service outage or security risk, a link to the impacted environment, and your contact information. To receive severity 1 support at any time, email outage@khoros.com.Khoros Care Downtime & Impacts to Bot Customers
At times, Khoros will perform scheduled maintenance on your Khoros Care instance. You will receive an email notification for the maintenance approximately 3 days beforehand. This email will contain the date, time, and length of the maintenance. Note your specific date and time from the email Khoros maintenance windows are designed so that any downtime maintenance we perform is done during times that are least impactful to your Khoros Care teams and your customers. You should plan for up to an hour of downtime where agents won't be able to sign in to your Khoros Care instance. Review the maintenance windows. For most of our customers, this impact is minimal and potentially completely invisible to your customers. For a very small group of our bot customers, the downtime could translate to an impact to bot interactions if your bot is connected to the Care API to retrieve messages vs. network APIs directly. The former may mean that your customers won't receive messages from your bot during the downtime and won't receive messages afterward unless they re-engage again subsequently. This can also have an impact on the continuation of bot flows that started before the downtime that got interrupted. Those customers may experience a restart of their conversation journey with the bot, such as a bot response that ignores the context the customer already provided. To minimize the disruption now, consider one of these options: Welcome Response message Bot Holding Work Queue Welcome Response message Set a Welcome Response message in Care for the affected bot channels 1 hour before the downtime, informing customers they might experience a disrupted bot journey. This will trigger a Welcome Response as well as starting the bot journey. Don’t forget to disable this new Welcome Response after the downtime. Alternatively, you could update the welcome bot flow directly within Flow, and then remove it after the downtime. Here’s a sample message: "As we make security improvements to our servers, the bot may be impacted over the next couple of hours. If the bot fails to respond to you, please simply re-engage with us after 1 hour to continue the conversation. We apologize for the impact this may have." Bot Holding Work Queue If customers don't re-engage the bot after the downtime, you might have to take conversations out of your bot holding queue and deliver them to agents without waiting for automatic agent handoff by the bot. Follow this guide to achieve this. Note: If you use bots other than Khoros Flow, confirm with your bot provider how a downtime of Khoros Care might affect you. The steps above should also be of value to you. If you have any concerns or questions regarding this, raise them with your Account team. If you don't know who they are, simply ask Maia, our chatbot, on Atlas 'CSM' and they will let you know who you can speak to. Also, don't forget that our Support Team works 24/7/365 in urgent cases.Help Us Help You!
Dear Customer, You're looking to create a case because you've encountered a technical issue, would like a request to be completed, or have some other information you would like to receive. You would like to have your case completed as quickly as possible and so would we! While we can't always guarantee things will be resolved quickly depending on the nature of an issue, there are some things you can do to help move things along proactively! We've compiled some common requests for details that our Support team often asks for below with respect to each product Khoros offers, as well as some tips on things you can do to help focus the team's efforts on the right things. If you could provide this information when creating your case that would help move the request along, as it will eliminate some back and forth and allow our team to move forward and ask more targeted questions if more information is needed on top of what was already provided (sometimes this may be necessary). Some of this information may not always be relevant or available (e.g.: if you want to enable a new Community feature we probably won't need a HAR file), but please try to provide as much as you can! Care Community Marketing Care Care is a single-page web application that allows a lot of social media integrations. We have put up a list of scenarios with a set of information that the support team might require to investigate that scenario. Please be thorough while describing the issue you are facing. The clearer you are, the easier it will be for the Support team to step through the issue in the same way that you are. This includes filling out the "Steps to reproduce", "Expected Behavior", and "Actual Behavior" fields in detail. Including the steps you took can be very helpful. If the issue is regarding content(post) not ingesting into the Care application then it would be helpful to provide us with the following links: Native links of the original posts Screenshots to the native posts If the issue is regarding the user being unable to log in, then it would be important to provide the following information: Users email address Screenshots of the error while attempting to login How many users are unable to log in, is it specific to a set of users or all users? If the issue is that the content is ingesting with a delay then you can provide us with the following information Conversation ids where the delay was noticed. 2. The Social media handle name. 3. Is the delay in ingestion experienced for all the conversations from that specific social media handle or a different social media handle. If the issue is regarding conversations falling in an incorrect work queue, then you can provide us with the following information: Conversation ids that were incorrectly routed. Name of the work queue where the conversation should have been routed. Were any recent changes done to the work queues or the tags? If there were changes done then what were those changes. If the issue is related to user permissions and some of the roles aren’t reflected even after saving the user profile, please provide us with the following information: User email address. Screenshot of the error if any error pops up. How many other users are seeing a similar issue? Are the user permissions managed via any identity provider or do they login via SSO? If the care app appears to be slow, the following information would be absolutely necessary and important How many users are experiencing slowness is it specific to a group of users? If it is specific to a group of users are they located in the same geographic location. Is there a specific screen in the care application where the slowness is being experienced or it is with the overall application? Is the behavior consistent across different browsers too? Do you use any VPN to access the application? Were there any recent changes done to the network on your end? What exactly happens when you experience slowness on the application. Back to top Community The Community application is large and complex, carrying a number of different features and configuration options, as well as numerous avenues for customization. Here are some things to consider both while you are filing a case for anything Community related or perhaps while trying to review an issue on your own prior to creating a case: Technical issues: Please be thorough while describing the issue you are facing. The clearer you are, the easier it will be for the Support team to step through the issue in the same way that you are. This includes filling out the "Steps to reproduce", "Expected Behavior", and "Actual Behavior" fields in detail. Please also bear in mind that some communities are customized to add configuration options or pages that may not be present on any other community, so including steps to reach the page(s) you were looking at or how you obtained a certain piece of output can be very helpful! For example, if you are getting an error while trying to post, we would prefer that you describe the behavior as something like "When I try to submit a post I receive an error with this text: texthere" as opposed to something like "When I try to submit a post it doesn't work". From a backend perspective, "doesn't work" could mean a number of different things, so being as descriptive as possible in all fields will give the team a better picture of what is happening and allow them to focus their efforts. When possible, please try to confirm if an issue occurs in all of your environments (stage, production, preproduction) as well. We understand that not all issues can be tested everywhere for a variety of reasons, but it is helpful to know what you see in all of your environments for comparison purposes. Please include full URLs to the page(s) you would like us to pay attention to. The more specific the URL is, the better. You may already have these URLs open while creating your case as well and it is likely it will take less time to copy and paste them in the field for URLs than it would for someone from the Support team to track them down on their own. This also helps ensure the team is looking at the right instance(s), which can be especially important if you have more than one instance or refer to your communities in a different way than the Khoros team does internally. For example, "dev" is a common reference to stage instances among customers, but internally, we don't have any customer environments that are referred to as "dev", so this can cause confusion that can be solved by linking to the specific instance(s) you would like us to focus on. Please try to provide timestamps wherever possible. The log files for the Community application are very large and contain a lot of information about various things that happen in an individual community, so having something to focus on is extremely helpful. Please remember to include the timezone for any timestamps you provide. One person's 1 pm is another person's 1 am, so leaving out the timezone could lead to any results being off by several hours for a task where even a couple of seconds could make a difference. Screenshots and videos are also very helpful when trying to communicate an issue! For any screenshots or videos you provide, please try to include the full screen (including the address bar and taskbar with the clock visible). If you need to draw focus to a specific part of the page, please consider using a highlighter or other drawing tools rather than cropping the image. For technical issues where a problem occurs, a HAR file is often helpful. Please see this article for more information on HAR files and the steps to generate them. For any HAR files you provide, please try to start capturing traffic from start to finish - that is, start capturing traffic before you attempt to reproduce the issue and continue to capture traffic until the issue has been reproduced. Please try to give a meaningful name to any files you attach to a case. It is much easier to tell at a glance what "board-with-error.png" is for than it is when the filename is something along the lines of "image1.png". This becomes increasingly appreciated and helpful as more files are attached over time. Please try to reference specific users that the Support team can look at for any issues that occur, even if all users may be impacted. Having some sample users to look at can be useful for comparison purposes and for looking information up in our logs. Please try to provide a link to the user's profile, as this will help reduce confusion and ensure that we're looking at the right user (example of a profile URL: https://community.khoros.com/t5/user/viewprofilepage/user-id/1) Please consider things that may have changed recently, both on and off of the community. For example, if a deployment using Self Publish was recently carried out and something no longer works correctly, this is both helpful for the Support team and for you to consider as well as something to look into on your end. Along the same lines, changes in the community can be relevant as well. For example, if your community uses SSO and your SSO team makes a change, that may be relevant if SSO suddenly stops working. Having information like this from the start helps focus the team's efforts. Some other specific things that may be worth considering depending on the issue you are facing (but not limited to) are Community Admin panel changes, DNS changes your to community's hostname, deployments carried out by Khoros teams that you are aware of (e.g.: Services engagements, new features, upgrades), and changes to your authentication workflow (either on your side or on the Community side). Please try to include when the issue started if you have an idea of when something last worked differently. This is similar to the previous point in that you will generally have more experience with what you need and want your specific community to do, so knowing when something last worked differently can be extremely helpful in tracking down what may be causing an issue even if you aren't aware of any specific changes that might have been made. Please consider trying to reproduce any issues you encounter in a separate browser or using a private/incognito browsing session or on a different device if one is available. Some issues are specific to individual browser operating systems or may be caused by add-ons/programs specific to your computer, so taking this step can help rule things like that out. For connectivity and performance issues, please consider trying to reproduce the issue on a different network (e.g.: if you normally use a corporate VPN, try turning it off or using your cell phone). This can help rule out network issues as a cause of any issues you run into. Please note that in cases where a specific network has an issue, it is likely the team will recommend reaching out to the network owner, so you may want to consider doing this proactively as well. For any API calls you are using (either manually or through custom code/automation), please provide the full API call exactly as it is being made. You can scrub any session key information, but please try to keep the exact call intact and include any headers or query parameters you are using. In cases where you are using code to make the API call, please consider sharing that source code as well. The Support team generally cannot debug your custom code, but it can be helpful for us to get an idea of what it is doing and where. For display issues or script errors, the Support team will typically try to test an issue by changing the skin the page is using to an out-of-the-box (OOTB) skin to try and narrow down the scope of the issue. This may be something you want to try on your own as well. This can be accomplished by going to the Admin Panel -> Display -> Skins -> Select one of the OOTB skins (White UI or Responsive Peak) and save changes. If you are going to do this, we recommend doing so on stage or in a private area in your community, as the OOTB skins will look very different from your branded skin and this could cause confusion for your end-users. In cases where changing the skin appears to resolve the problem, the Support team may ask you to reach out to your internal teams to look into the issue. You may want to consider doing that proactively as well in order to review any changes that may have been made. Requests to enable features or for information: For any requests to enable features, if you happen to have the documentation available to point to that would be appreciated! We understand if you don't have it on hand when creating a case, but if you do happen to have it open, it helps ensure that everyone is looking at the same thing. Though not often as relevant to these types of cases, filling out the "Steps to reproduce", "Expected behavior", and "Actual behavior" fields can still be very helpful in ensuring that the team focuses their efforts on what it is you're interested in. Back to top Marketing Technical Issues: Please be thorough while describing the issue you are facing. The clearer you are, the easier it will be for the Support team to step through the issue in the same way that you are. This includes filling out the "Steps to reproduce", "Expected Behavior", and "Actual Behavior" fields in detail. Including the steps you took can be very helpful. For example, if you are getting an error while trying to post, we would prefer that you describe the behavior as something like "When I try to schedule or save a post I receive an error with this text: texthere" as opposed to something like "When I try to submit a post it doesn't work". From a backend perspective, "doesn't work" could mean a number of different things, so being as descriptive as possible in all fields will give the team a better picture of what is happening and allow them to focus their efforts. Screenshots and videos are also very helpful when trying to communicate an issue! For any screenshots or videos you provide, please try to include the full screen (including the address bar). This will provide more details as to where you are in the platform. If you need to draw focus to a specific part of the page, please consider using a highlighter or other drawing tools rather than cropping the image. For technical issues where a problem occurs, a HAR file and console logs are often helpful. Please see this article for more information on HAR files/console logs and the steps to generate them. For any files you provide, please try to start capturing traffic from start to finish - that is, start capturing traffic before you attempt to reproduce the issue and continue to capture traffic until the issue has been reproduced. Please consider trying to reproduce any issues you encounter in a separate browser or using a private/incognito browsing session or on a different device if one is available. Some issues are specific to individual browser operating systems or may be caused by add-ons/programs specific to your computer, so taking this step can help rule things like that out. Please try to reference specific users that the Support team can look at for any issues that occur, even if all users may be impacted. Please include details on how this impacts your daily workflow. Whether the issue is intermittent or happening all the time. Is this preventing you from completing a task. If so, is there a deadline you need to complete this by? For access-related issues please review the Admin FAQ. If you are unsure who your admin is, support can look up your admin who can provide you with the appropriate access. Specific to Marketing: For Calendar posts or Ads provide Message ID. To locate the message ID click on the post to open the side pane then click on the basics tab under Khoros ID copy the message:xxxxxxx. The name of the initiative the post/ad is in If the post includes media provide the original image/video file For Inbox items provide A screenshot of the item The name of the stream/collection or topic queue the item is in The name of the initiative the item is in For Analytics provide A full-page screenshot of the dashboard. Include the date ranges and any filters that are applied. Attach data exports For Mobile provide The name of the app, Device information (Android or iOS) Which OS version you are on Mobile app version. If you are not on the latest version of the app you may need to delete and re-download the app. For API provide Curl. This should include the token and the request/body being made. Text or screenshot of errors returned Specific to Intelligence: Provide a direct link to the search/topic or a full-page screenshot that includes the search name. Specific to Experiences: Provide a direct link to the stream, visualization, or space in the platform. Back to top As mentioned earlier, we may still need to ask for additional information depending on the nature of the case. However, by providing any of the above information when you can, we can hopefully move your case towards a satisfactory resolution quickly! We hope you have found the above information useful and we appreciate you sticking with us until the end of this article! As always, please don't hesitate to reach out and let us know if you have any questions or concerns! Sincerely, The Khoros Support TeamWorking with Khoros during Major Events
We know that there are events that specific communities consider "major" for their business -- whether this is the Superbowl , Black Friday/Cyber Monday, a live event, a new product launch, a relaunch of your design, a demo for executives, or any one of a dozen other scenarios, it is our goal to work with you to ensure that events are as seamless as possible. Outages Khoros is committed to ensuring that you are supported 24/7/365 on any outages. We have a comprehensive guide to outagesandinformation about our general status pageavailable for you to take a look at, but the summary of this is that if you or your customer's are down or unable to work, let us know and we'll quickly take a look to see what's going on! You can always keep up to date on our status page where we do our best to provide insight to outages impacting multiple customers. Being Proactive Assuming you know ahead of time that you have a major event coming up, please let us know as early as possible - at least a week - if not more - is ideal! Although we have monitoring in place to help mitigate issues as best as possible, the best situation is where we can proactively review allocated resources, your server side setup, and make sure that there simplyaren't any issues! Reaching Out If you have a Technical Account Manager or CSM, please make sure that they and Support are aware of yourimpending event so that they can pay attention to it. If you don't, don't despair! Open a support case letting our team know that you have an event coming, what the date and time of it is and that you'd like us to take a look to see if there's anything that needs to be done to help prevent an impact on you or your customers. If you can addProactive to the case subject, it'll help us organize the solution as well. Depending on need and contracted level of support, this may require some additional conversations to figure out what is necessary to help you be successful. The above applies to whether you're a Care, Communities, Marketing, or JX customer!Cases Activation and Deactivation
Question How can I activate/deactivate users to view and submit cases through the case portal? Answer To activate a case portal user, please create a case by emailing support@khoros.com and mention that you want to ACTIVATE this user: Full Name Title Email Address Phone Number Khoros Community Username (the user must be registered on this community first) Community and/or Account To deactivate a case portal user, please create a case by emailing support@khoros.com and mention that you want to DEACTIVATE this user: Full Name Email Address Khoros Community Username (link to profile is preferred) Community and/or AccountWhat is Khoros's Bug Process?
Question What is Khoros's Bug Process? Answer Khoros handles all incoming issues through our Support team. Our article on how to report an issue is available here. During the triage and troubleshooting process, Khoros may identify a particular issue as a bug within the system. At this juncture, we notify affected customer(s) with as much information as possible and that the issue has been identified as a bug. Our support team continues to be the primary point of contact for you and we leave the case open until the bug has either been resolved (after confirmation with the customer), deferred, or identified as a ‘won’t fix’. As a SaaS company, Khoros is not always able to commit to resolving certain bugs. However, we do commit to provide communication as quickly as possible. In addition to this, we may defer a bug to an indefinite date when a specific feature comes up for rewrite. Throughout the lifecycle of an open bug, Khoros support continues to communicate the current status as best as possible along with any confirmed timelines. Initially, Khoros does not commit to specific timeframes for bug fixes, but whenthe issue is clarified or placed on a Sprint for completion we will be able to provide a date for the release that the bug will be in. Here are a few reasons whywe're unable to specify timeframes when addressing bugs: Our bug-vetting process is thorough, complex and in-depth. This is a simplification of our process — but bugs are first triaged, then they're categorized aspotentialfixes based on a ranking of criteria: The complexity of the issue How widespread the issue is How many similar issues to this have been reported and are sitting in the backlog, etc. In addition to our bug-vetting process, we also have to take into account: Anyoverlappingfixes or new features that have been checked into apending release Anyoverlappingfixes or new features that are in an upcoming future release How this issue integrates into our overall QA process to prevent recurring issues When we take all of these factors into account, it becomes impossible for us to provide an initial timeframe even on something that may appear to be a simple fix. In all cases, Khoros partners with our customers to understand business impact which helps us prioritize issues across our customer base in a more effective manner. For customers that have Premium support, this is completed through the Technical Account Manager.How many users are we entitled to get access to the Case Portal?
Question How many users are we entitled to get access to the Cases area? Answer Standardcustomers are allotted 5 case portal seats. Premiumsupport customers are allotted 10 case portal seats. If you need to add/remove any users (the latter to make way for new additions), please follow the process outlined in our case portal activation guide. Note: If you have more than one community, you can spread the "users" as desired. For example if you had two Premium Support communities, you could potentially have 8 users for Community A and 2 users for Community B.Khoros Support Contingency Plan
Khoros is committed to providing ongoing coverage regardless of natural disaster or crisis (regional or global). Our customers need to be able to work with our team regardless of the situation or region. Therefore, our support organization is prepared and built with redundancy to absorb any short term impact from unpredictable causes. In the event that any individual Khoros office is impacted by a threat that results in the actual or effective shutdown of said office--for example, from potential Coronavirus impacts--we have the following contingencies in place for all products and levels of support, including Technical Account Management, Severity 1 Outage, and standard support: Regional Coverage Support is located in a number of locations including Austin, Bangalore, London and Portland. Any location may be called up to work 24/7/365 to cover for an office that is impacted. Remote Staffing In addition to our office locations, we have remote staff members that can be deployed to work 24/7/365 to augment existing offices. Work From Home All locations are empowered to immediately enact a temporary work from home policy, allowing our entire support staff to continue to work with limited impact. We will continue to evaluate the need for any additional contingencies based on business or customer requirements.How often do we update our Severity 1 and 2 cases?
When you submit a case to Khoros, we do our utmost to ensure that your case is taken care of. As an organization that is focused on customer satisfaction and success, our normal case update cadence for highly impacted customer support tickets is as follows: Sev 1: Every 60 minutes or less, based on material updates Sev 2: Every 3 business days These times may vary by contract, support tier, or agreed upon communication timeframes and may be adjusted based on operational needs. If you experience wait times outside of these expectations, there are two options available to you: You may contact your designated CSM and they will work with support leadership to review cadence concerns. For cases that are Sev 2 or above, we would recommend escalating the Support ticket in question using these steps: https://community.khoros.com/t5/Support-Information/Escalating-Support-Cases/ta-p/411300
What is a mid-day restart?
Question What is a mid-day restart? Answer Sometimes we receive configuration change requests where we're required to make the change/s as soon as possible, as opposed to waiting until the next maintenance window (see the maintenance window TKB for reference). We usually specify that we can do these out-of-window deployments for a mid-day restart (when we refer to mid-day restarts, this is not limited to 12pm in that timezone, this is anytime outside of the maintenance window). These restarts are usually no different to regular studio pushes where the downtime for the deployment to take effect can be anywhere from 1-15 minutes. However, we also require explicit approval from customers that we can go ahead with scheduling the restart - especially during business hours.Please keep this in mind whenever you need to schedule something urgent. If you have further questions about deployment out-of-window, please contact support and we will promptly address your questions.Comprehensive Outage Information
What is a Severity 1 incident? A Severity 1 incident is a situation where the application is essentially rendered useless and prevents all, or the majority, of users from accessing or using the application for its primary purpose. Community - Severity 1 Definition At least 50% of users are experiencing one or more of the following problems: Cannot access the production community Cannot post anywhere on the production community Cannot log in to the production community Extreme slowness (several seconds or minutes) to load nearly any page on the production community A major security risk or vulnerability Note: Any of the same issues happening only on the stage community would not classify as a Severity 1 incident. In these situations, a normal Support ticket should be filed via the case portal. Khoros Care - Severity 1 Definition No one can access or log in to Khoros Care Data is not coming in to Khoros Care for any one of the standard social integrations, i.e. Facebook, Twitter, Khoros Community, or Google+ No agent is able to send responses out to any one of the standard social integrations, i.e. Facebook, Twitter, Khoros Community, or Google+ Extreme slowness (several seconds or minutes) to load or respond to nearly all conversations A major security risk or vulnerability Khoros Marketing - Severity 1 Definition No one can access or log in to Khoros Marketing Data is not coming in to Khoros Marketing for any one of the standard social integrations, i.e. Facebook, Twitter. No account is able to send responses out to any one of the standard social integrations, i.e. Facebook, Twitter. Extreme slowness (several seconds or minutes) to load or respond to nearly all conversations A major security risk or vulnerability Who do I contact if there's a Severity 1 incident? Email:outage@khoros.com What information should I provide? When reporting and outage, to expedite turnaround time please provide the following: Brief description and steps to replicate the issue Sample URL to where the issue can be seen (the home page is fine if no specific URL) What is your Service Level Agreement (SLA) on Severity 1 incidents? Support on severity 1 incidents is available 24 hours a day, 7 days a week, including published holidays. We guarantee a 15 minute initial response for Standard and Premium Support. The most up-to-date SLA information can always be found athttps://khoros.com/service-level-agreement Do you have a server status page to check for real-time updates? Yes. It is located athttp://status.khoros.com/and you can subscribe to it via email or SMS (limitations apply to SMS updates). Note: Khoros monitors all of its critical services both internally and through third-party services. This page reports on known infrastructure wide incidents affecting Khoros platforms. If you're experiencing an availability or a performance issue that isn't shown on that page, please report it to outage@khoros.com My contract says .... Your contact overrules the statements in this document. This outlines our standard expectations and commitments, however customers with increased or grandfathered support offerings may have different contractual agreements.General Outages & Notifications via status.khoros.com
We've updated the status page to provide more specific and targeted information regarding the topics that you care about.This allows us to also be more proactive in order to provide the necessary details to you, our customers, about what is occurring on our servers, APIs, or functionality within the product lines. It is our goal to continue to improve this communication and we are happy to continue to receive feedback. What's the URL? http://status.khoros.com/ What does this provide? You'll receive an email or SMS about new investigations, monitoring, or resolutions as they occur based on your preferences and selections. It is the best way to be proactively notified about any problems across the Khoros product lines. Who should sign up? Anyone that's interested in keeping up to date about our infrastructure should be signed up. This includes administrators, community moderators, Care supervisors, or even agents who are expected to respond to customers! It is always great to know what is going on with the tools being used and this is the place to get that information. Won't I get spammed? We update this page only for relevant information and you can select the subcategories to be notified about. By default, everything is checked but there may not be any need for you to be notified on Communities API if you're only using Care in your business (even if we think you should use both!).When Product Bugs are deferred / cannot be fixed.
We'd like to give you a quick glimpse into what happens behind the scenes of a bug triage and fix journey, so you have a better understanding of why Khoros can't always provide solutions on every issue reported. We do everything we can for a quick turnaround on bugs, but it's not always possible for a variety of reasons. Bugs are triaged and then identified for possible fixes, based on the complexity of the issue, how widespread the problem is, and other issues already reported in the backlog. This is in addition to any fixes and new features the team is checking into a pending release, unannounced features they have already committed to, as well as the overall QA that must be performed across the board. Taking all factors into account, sometimes it may take time to resolve a reported issue and some bugs may be deferred. Our teams are committed to continuously improving our solution and prioritize based on product roadmap. However, if our team has misunderstood the impact this issue has on you and your users, could you help provide some additional input for me to provide our product team with more insight? While we cannot guarantee it will be reconsidered, we do want to make sure we've captured the severity and impact it has on your team. Status: Won't fix/deferred:- Our product and development teams cannot provide any concrete or estimated time frame for when this issue will be prioritized in the product roadmap. This bug has been deferred. When this particular feature comes up again for review, they will gather all related bugs together and review them for inclusion in the improvements at that time. Given the current state of the issue, we want to be respectful of your time and patience and set the expectation that the issue will not be addressed anytime soon and feel it would be best to close this case out if the bug is in status.HTTPS encryption migration guide + FAQ
In 2018 Khoros is moving all customer sites to SSL encryption (HTTPS) to safeguard customer data. HTTPS encrypts all data passed between the end user and your community. Khoros is ready to work with you to enable, test, and deploy a SSL certificate, to bring your community to full HTTPS delivery. We will also be sending out email notifications to our customers over the next month and a half as a reminder on this. These changes will result in: all pages/resources will be served over HTTPS in production all pages/resources will be served over HTTPS in stage requests for pages/resources/apis over HTTP will be redirected to their HTTPS equivalents Note that the steps below follow Khoros Standard SSL deployment. Access to Standard SSL deployment is included with existing customer licenses (is free). To get started, we ask that you follow the following steps. Open a support ticket: Please open a support ticket via the case portal so that the support team can begin the process. If you have a technical resource on your side who can assist, please be sure to include them on the CC list when creating the case. Certificate Procurement or Updates: If your community is not utilizing any form of SSL, Khoros Support will add your domain to the Khoros SAN SSL Certificate and prepare your community for HTTPS migration. If you already have SSL enabled but in partial mode, you’ll be transitioned over to full-site SSL. Studio Review (Plugin Layer): Khoros Support will review your plugin and attempt to convert any hard-coded community HTTP paths to either use a relative path or HTTPS. More complicated asset updates will be flagged and communicated to your technical contact or may need a services engagement. Community Admin Updates: While Support will handle the plugin transition, you will need to handle any hard-coded paths contained within the Community admin panel. This includes the announcement sections and custom content modules. If you had customization work done through Khoros Professional Services, you may have a Settings List Editor section in your admin that will also need to be updated if it contains any fields created for URL’s. Review on Staging: Once the plugin updates are completed and the certificate procured/updated, you will need to test and review your staging instance. If there’s any problems, please inform support. If there are no problems, we’ll then move on to scheduling the changes for production: Schedule your Production Deployment: Support will coordinate with you a production HTTPS deployment during a normal maintenance period. FAQ - Frequently Asked Questions Why is Khoros switching to HTTPS now? Major browser and search vendors are making changes to flag pages that are delivered over HTTP as 'not secure' after July 2018. Obviously, this kind of message is not one you want associated with your brand. HTTPS is also a factor in search engine ranking. It's presumed that search vendors will add additional weight to HTTPS in their ranking formula this year. What if part of my community is delivered over HTTPS already? For customers using "mixed mode", Khoros will work with you to enable full site HTTPS using the existing SSL certificate. The steps required on your part are identical for customers using mixed mode. Can I wait? Not for much longer. Khoros is phasing out support for HTTP communities after 18.7, following best practices and maintaining our commitment to securing customer data. Can I generate my own certificate? Contact support or your account teamfor alternative SSL certificate scenarios. Note that alternative scenarios generally carry a charge and require an engagement (SOW). We typically advise against this direction. What about external domains? Anything hosted on the community will support HTTPS. However, any references to external domains will require that those domains be under SSL. If you’re using an external asset and the domain does not support HTTPS, we recommend that you upload the asset to your community via studio then update the reference code/URL. What is a SAN SSL certificate? See the What is the SAN SSL certificate? Article. What are the benefits of using SSL (HTTPS encryption)? See the Full HTTPS Encryption for all Communities article. Thank you for your time and we look forward to working with you to migrate you to HTTPS!How do I access a file shared through Box.com?
Question Khoros Customer Support has sent me an invitation to Box.com that is related to my support case, how do I access the file? Answer The Khoros Customer Support team utilizes Box.com to share large files with customers, or files that contain sensitive information. If you need to access Box.com, you can take the following steps: Click on the link to view the file on the E-Mail from Box that you received. You will be redirected to a page on Box.com, click on the link that says Not part of Khoros?. The screen should look like this: If you have an existingBox.com account with the E-Mail address Support has shared to, please enter your credentials on this screen to sign in. Once authenticated, you should be able to access thefile Support has shared. At this point you should have access to the file and do not need to complete the rest of the steps. If you do not have an existing Box.com account, click the link in the top right hand corner that says Sign Up. This screen should look like this: You will be redirected to a page with pricing options, click on the link for Individual Plans, and then click Sign Up under the "Individual" heading. Those two screens will look like this: You will be redirected to a registration form, fill in the details using the E-Mail address that Support shared the file to. Once this step is completed, you should be able to access the file that Support has shared. If you have any issues accessing the file(s) that were shared to you, please let your Khoros Customer Support representative know.Shared logins, risks, and corrective actions
Commonly accepted IT security measures generally advise againstsharinglogins, and we at Khoros adhere to the same belief and practices. By keeping unique and discrete logins for each user in your organization, you minimize risk and help us provide you with the highest degree of service and security. Why do companies and users share accounts? Mostsharedusage starts as a temporary solution to an access problem. A coworker needs access to a certain report or to perform a specific task. It seems easier to share existing account info than to create a new ID. That logic ignores the downstream impact and the risks involved. Risks ofsharedlogins Many users may not even realize the security risks and potential consequences ofsharingaccount credentials and passwords. There are three main areas of risk: Lack of an audit trail of actions taken in your software - Sharedlogins preclude organizations from running audit trails. Without unique logins for each user, anyone with access to the account can complete the same actions within the platform and there is no way to connect actions with individuals. In this way, accountability is also compromised throughsharedlogins. For example, if a damaging post is made or authorized using asharedlogin, you will have no way to determine what individual took that action. Password exposure -In order to share a login, the ID and password must be communicated to each usersharingit. That can happen via several methods (verbal, email, Post-It note). But all of those methods run the risk of exposing this sensitive access information beyond the desired audience. Inability to change individual access -Oncesharedaccess has been established it is difficult to make any changes without revoking the password for everyone and re-sharinga new password manually. Failure to manage that could result in ex-employees retaining access to sensitive social media accounts. At the very least, your staff will be unproductive with constant password changes. Benefits of individual account creation By creating unique accounts for each of your organization s users, you can take full advantage of the support and security Khoros provides. Maintaining individual accounts within Khoros also allows you to take full advantage of our data protection and security measures. Just like with Support, our Security and Risk teams have less insight into the individuals usingshared accounts. This directly affects our team's ability to respond quickly and accurately to potential security incidents, including errant posts and comments to your brand accounts or confidential data leaks. The Khoros platform supports security controls such as password expiration, inactivity timeout, absolute timeouts, and Single Sign-On (SSO) that are only effective with individual, unique user accounts. Khoros Support uses all available account information when managing support requests in order to better serve you. When these logins aresharedor generic, we have less insight into the individuals on your team accessing the platform through the single account. If, for example, asharedlogin is connected to a team email, and a user from your team sends a support request from their individual email account, our system is unable to automatically connect the request to the appropriate account within Khoros. This creates unnecessary delay in investigating any issues you report or helping you troubleshoot specific questions. However, when all individual users on your team have Khoros logins associated with their own email addresses, it s much easier for us to quickly connect users with their instances, permissions, and account settings when providing support. Many other Khoros features have been designed with individual user accounts in mind. Functionality like approval teams and workflows, auto-assignment rules, and customizable roles and teams give you the flexibility you need to tailor your Khoros instance to your unique organization. These features and more take advantage of fine-grain user-level configuration only possible through the use of individual, notshared, accounts. Actions to take Need to make changes to your user setup? Company admins can check outthis article on how to add, remove, and manage usersto get started creating new users within your instance. If you need additional licenses to get full value from your software investment, please contact your Strategic Sales Director. They can assess your current license setup against your needs and offer you a solution. If you are not sure if you havesharedlogins, please contactKhoros Supportand they can help with a quick audit to provide additional information.How do I close a support case that's been resolved?
When you have an open support case, you will be able to see a new button on the case details page with the option to Close case. Once you are happy that your support case has been resolved you can click on the button, which will trigger a popup box confirming that you would like to close out your case with the support team. Once you have closed your support case you will be able to find it in the Resolved tab in the Case Portal. Note: If you wish to let us know why you are closing your case, please feel free to leave a comment on the case before closing. You may also receive a survey after the case is closed.What information should I provide if I am having performance issues?
Question What information should I provide to Support if I am having performance issues? Answer When diagnosing performance issues, it is extremely helpful to have the following information: Product.Which product(s) are you having issues with? Define slow. What do you mean by 'slow'? e.g. How many seconds/minutes did it take to load a page? Narrow the scope. Is the slowness specific to any set of browsers/users? Is it everyone at a particular location? Everyone at the company? Specify details. What is loading slow? (header, footer, images, boards, messages, signatures, avatars, javascript, etc) Any particular URLs loading slow? What region do you live in?
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