Recent Content
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.0likes1CommentKhoros 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.7likes21CommentsWhat 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: MARKETING SUBPROCESSORS CARE SUBPROCESSORS KHOROS BOT SUBPROCESSORS COMMUNITY SUBPROCESSORS BUSINESS OPERATIONAL SUBPROCESSORS 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.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.0likes0Comments
About Policies and Guidelines
Learn about Support policies and procedures6 Articles