Public

How often do we update our Severity 1 and 2 cases?

How often do we update our Severity 1 and 2 cases?

When you submit a case to Khoros, we do our utmost to ensure that your case is taken care of. 

As an organization that is focused on customer satisfaction and success, our normal case update cadence for highly impacted customer support tickets is as follows:

    Sev 1: Every 60 minutes or less, based on material updates
    Sev 2: Every 3 business days

These times may vary by contract, support tier, or agreed upon communication timeframes and may be adjusted based on operational needs.

If you experience wait times outside of these expectations, there are two options available to you:

Labels (3)
Version history
Last update:
3 weeks ago
Updated by:

How often do we update our Severity 1 and 2 cases?

When you submit a case to Khoros, we do our utmost to ensure that your case is taken care of. 

As an organization that is focused on customer satisfaction and success, our normal case update cadence for highly impacted customer support tickets is as follows:

    Sev 1: Every 60 minutes or less, based on material updates
    Sev 2: Every 3 business days

These times may vary by contract, support tier, or agreed upon communication timeframes and may be adjusted based on operational needs.

If you experience wait times outside of these expectations, there are two options available to you:

Labels (3)

How often do we update our Severity 1 and 2 cases?

When you submit a case to Khoros, we do our utmost to ensure that your case is taken care of. 

As an organization that is focused on customer satisfaction and success, our normal case update cadence for highly impacted customer support tickets is as follows:

    Sev 1: Every 60 minutes or less, based on material updates
    Sev 2: Every 3 business days

These times may vary by contract, support tier, or agreed upon communication timeframes and may be adjusted based on operational needs.

If you experience wait times outside of these expectations, there are two options available to you:

Labels (3)
Contributors