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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 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 TeamKhoros 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 the Switch Member feature 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. csrf-aurora 1 Cross-site request protection Session Users cannot use the product 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.2024 Khoros Holiday Production Freeze
To help with ensuring that we provide the best service possible with the appropriate resources, Khoros has annual holiday freezes for our infrastructure on the Khoros platform. To limit changes that may cause business-impacting problems during Khoros company holidays, we have the following dates scheduled for the freeze. 2024 Freeze Schedule November Freeze: Monday 11/25/2024 12:01am PT – Monday 12/2/2024 11:59pm PT Winter Holidays Freeze: Monday 12/16/2024 12:01am PT – Wednesday 1/1/2025 11:59pm PT What is the purpose of these events? The main purpose of this exercise is to limit any changes that can cause business-impacting problems while we’re short-staffed during company holidays. Outages and Severity 1 Issues This does not impact our ability to manage outages or other severity 1 level issues. What environments does a "freeze" affect? Our infrastructure "freezes" are company wide and affect all Khoros products and applications internally, though overall impact for each product will vary. During these timeframes, no Production level changes (e.g.: infrastructure, manual plugin deployments, new launches, upgrades, etc.) will be approved or allowed to be executed.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 Support any 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. To Close 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 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 retained for 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 at Khoros' option, either in a single data extraction or multiple data extractions; and (ii) all other Khoros Services, customer may download the content itself in a comma separated value (.csv) format. Khoros may provide additional reasonable assistance for data extractions at Khoros’s standard Professional Services rates. The availability of Content for extraction or downloading from certain Services will be limited as described above within 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.
