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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.

 Severity 1

Description

Production service outage, severe performance degradation or major security incident that results in Covered Down Time

Reporting Method
SLA (Initial Response) by Tier
  • 15 minutes
  • 15 minutes

* Available 24x7x365
* See this article for examples

 Severity 2

Description

Failure in a subsystem or primary function of the product that does not result in Covered Down Time

Reporting Method
SLA (Initial Response) by Tier
  • 2 business hours (24x5)
  • 4 business hours (24x5)

* Available Monday through Friday
* Excludes observed holidays

 Severity 3

Description

Minor defect, product information inquiry or configuration request

Reporting Method
SLA (Initial Response) by Tier
  • 4 business hours (24x5)
  • 1 business day (9-5pm)

* Available Monday through Friday
* Excludes observed holidays

 Severity 4

Description

A minor or cosmetic problem with minimal impact or documentation/case portal access requests.

Reporting Method
SLA (Initial Response) by Tier
  • 8 business hours (24x5)
  • 2 business days (9-5pm)

* Available Monday through Friday
* Excludes observed holidays

Legend:   

Premium Support / Standard Support
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