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.
