Your customer experience is mission critical. Khoros Customer Support is committed to providing the assistance you need to meet your business objectives and drive the most value from your Khoros solution. All Khoros customers receive a robust level of customer support and software upgrades. Learn more below, including escalation statuses, reporting methods, and response times.
| Severity 1 |
- Description
- Production service outage, severe performance degradation or major security incident that results in Covered Down Time
- SLA (Initial Response Time by Tier):
- Premium: 15 minutes
- Standard: 15 minutes
- Reporting Method:
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| Severity 2 |
- Description
- Failure in a subsystem or primary function of the product that does not result in Covered Down Time
- SLA (Initial Response Time by Tier):
- Premium: 2 business hours (24x5)
- Standard: 4 business hours (24x5)
- Reporting Method:
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| Severity 3 |
- Description:
- Minor defect, product information inquiry or configuration request
- SLA (Initial Response Time by Tier):
- Premium: 4 business hours (24x5)
- Standard: 1 business day (9-5pm)
- Reporting Method:
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| Severity 4 |
- Description:
- A minor or cosmetic problem with minimal impact or documentation/case portal access requests
- SLA (Initial Response Time by Tier):
- Premium: 8 business hours (24x5)
- Standard: 2 business days (9-5pm)
- Reporting Method:
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