Some tips before escalating
In the case portal, you have the ability to set/change the "Customer Priority" field between low, normal and high. When issues are urgent but not necessarily world ending, changing the priority to "high" will push it up the list of issues based on your support level, which is a good way to get support's attention to an issue.
One thing to avoid if possible is creating a case and escalating it that same day without a strong reason. Same day escalations are generally pushed back on to allow them to go through the standard support triage process and gather all necessary information before bringing in other experts or teams, but short-cutting tends to be disruptive to that process and introduces further delays.
While it is important to stay in close contact with your CSM or account rep, we strongly recommend bypassing them for escalations and instead escalating directly via the case portal. Ad-hoc escalations create back channels and can duplicate efforts, which has resulted in delays or confusion around escalations. CSM's are also informed around escalations automatically, so they will be aware.
When should I escalate?
You should escalate when there is urgency involved in a support ticket. 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 an severity 1 issue
SLA missed for first response
Unresponsive or lack of updates in a case
While we'll do our best to keep it to a minimum, there will be times when escalated issues will not be accepted as an escalation. If/when that happens, an automated reply will be sent to inform the user who originally escalated the case. Decisions around 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 which qualifies as being of outage severity should continue to go through the standard outage process of emailing email@example.com or setting the case severity to "1".
When can I escalate?
The option to escalate a case is available to all customers. However, there are restrictions in place to reduce the number of same-day escalations, and give front line support time for due diligence. Please note that these times are subject to change, but currently leverage support tier.
Can I escalate outages?
All severity 1 issues are considered outage level and it's not necessary to escalate since an on-call team is available 24/7/365 for issues that qualify. S1 cases are already at the highest and most visible level possible.
How do I escalate a support case?
After a case has been created, the option to escalate it will be available. Simply open the desired support ticket within the Case Portal and click Escalate Case located in the escalation information section.
A new form displays along with some details and instructions. On that form, provide a summary of why the case needs to be escalated to an Escalation Manager for review within 4 business hours.
After you've filled out the escalation summary and submitted the request, an alert is sent to an Escalation Manager for review. An Escalation Manager will review the request and reply directly in the case you escalated with a decision or plan of action.
What if I'm not satisfied with the current escalation decision or progress?
Should you be unsatisfied with the results of your case escalation, you have the option to go up a higher level by clicking the "Escalate Case" button again. When the "Escalate Case" button is used again, you'll be presented with a different form acknowledging the next-level escalation and again requesting you provide an explanation around the reason for escalating again / higher. Once submitted, an Escalation Manager will review the request and respond directly within the escalated case.
You can perform this process multiple times. The higher the escalation, the more members of Leadership or Management will be involved. Here's a breakdown of the various levels and what occurs:
Level 1: The case is escalated to our senior support engineers, team leads and managers.
Level 2: All of the previous team is alerted, but the escalation is extended to senior managers, directors and your account's Customer Success Manager (CSM).
Level 3: All of the previous manager groups from Level 2 are alerted, but in addition, the Senior Director of Global Technical Support will be included. A full analysis will be completed to understand why this case needed an escalation to this level.
Level 4: All of the managers from Level 3 are alerted, but our VP of Support is also alerted and will take personal responsibility to drive through to completion.
Hours of Operation
On Severity 1 Service Incidents, Khoros hours of operation are 24/7/365. For all others, standard hours of operation for Khoros Support are as follows (Monday - Friday):
6 AM – 6 PM PST
6 AM – 6 PM PST
7 AM – 6 PM GMT
11 PM - 10 AM PST
7 AM – 4 PM IST
5:30 PM – 2:30 AM PST
Additional hours of operation are available with additional support levels or on some grandfathered agreements. Coverage for major holidays, as defined by Khoros regional support, is limited to Severity 1 issues only.
Observed Holidays for 2021
New Year’s Day
Martin Luther King Jr. Day
Day after Thanksgiving
Christmas Eve (observed)
New Year's Eve
New Year’s Day
Easter Monday Bank Holiday
Early May Bank Holiday
Spring Bank Holiday
Summer Bank Holiday
New Year’s Day
Take special note to the holidays based on your location, as they may differ from public holidays in your specific country.
Example: If your organization falls within the EMEA region (including, but not limited to UK, France, Germany, Switzerland), all days listed under EMEA are holidays Khoros Support will be observing that year.
Standard support coverage will resume on the next business day.
Note: We're prepared to support any severity level 1 issue all year round, 24x7x365. Should the need for this arise, be sure to include the nature of the service outage or security risk, a link to the impacted environment, and your contact information. To receive severity 1 support at any time, email firstname.lastname@example.org.
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:
You may contact your designated CSM and they will work with support leadership to review cadence concerns.
For cases that are Sev 2 or above, we would recommend escalating the Support ticket in question using these steps: https://community.khoros.com/t5/Support-Information/Escalating-Support-Cases/ta-p/411300
What is a mid-day restart?
Sometimes we receive configuration change requests where we're required to make the change/s as soon as possible, as opposed to waiting until the next maintenance window (see the maintenance window TKB for reference).
We usually specify that we can do these out-of-window deployments for a mid-day restart (when we refer to mid-day restarts, this is not limited to 12pm in that timezone, this is anytime outside of the maintenance window).
These restarts are usually no different to regular studio pushes where the downtime for the deployment to take effect can be anywhere from 1-15 minutes. However, we also require explicit approval from customers that we can go ahead with scheduling the restart - especially during business hours. Please keep this in mind whenever you need to schedule something urgent.
If you have further questions about deployment out-of-window, please contact support and we will promptly address your questions.
We'd like to give you a quick glimpse into what happens behind the scenes of a bug triage and fix journey, so you have a better understanding of why Khoros can't always provide solutions on every issue reported.
We do everything we can for a quick turnaround on bugs, but it's not always possible for a variety of reasons. Bugs are triaged and then identified for possible fixes, based on the complexity of the issue, how widespread the problem is, and other issues already reported in the backlog. This is in addition to any fixes and new features the team is checking into a pending release, unannounced features they have already committed to, as well as the overall QA that must be performed across the board.
Taking all factors into account, sometimes it may take time to resolve a reported issue and some bugs may be deferred. Our teams are committed to continuously improving our solution and prioritize based on product roadmap.
However, if our team has misunderstood the impact this issue has on you and your users, could you help provide some additional input for me to provide our product team with more insight? While we cannot guarantee it will be reconsidered, we do want to make sure we've captured the severity and impact it has on your team.
Status: Won't fix/deferred:-
Our product and development teams cannot provide any concrete or estimated time frame for when this issue will be prioritized in the product roadmap. This bug has been deferred. When this particular feature comes up again for review, they will gather all related bugs together and review them for inclusion in the improvements at that time.
Given the current state of the issue, we want to be respectful of your time and patience and set the expectation that the issue will not be addressed anytime soon and feel it would be best to close this case out if the bug is in status.
Khoros is committed to providing ongoing coverage regardless of natural disaster or crisis (regional or global). Our customers need to be able to work with our team regardless of the situation or region. Therefore, our support organization is prepared and built with redundancy to absorb any short term impact from unpredictable causes.
In the event that any individual Khoros office is impacted by a threat that results in the actual or effective shutdown of said office--for example, from potential Coronavirus impacts--we have the following contingencies in place for all products and levels of support, including Technical Account Management, Severity 1 Outage, and standard support:
Support is located in a number of locations including Austin, Bangalore, London and Portland. Any location may be called up to work 24/7/365 to cover for an office that is impacted.
In addition to our office locations, we have remote staff members that can be deployed to work 24/7/365 to augment existing offices.
Work From Home
All locations are empowered to immediately enact a temporary work from home policy, allowing our entire support staff to continue to work with limited impact.
We will continue to evaluate the need for any additional contingencies based on business or customer requirements.
We know that there are events that specific communities consider "major" for their business -- whether this is the Superbowl , Black Friday/Cyber Monday, a live event, a new product launch, a relaunch of your design, a demo for executives, or any one of a dozen other scenarios, it is our goal to work with you to ensure that events are as seamless as possible.
Khoros is committed to ensuring that you are supported 24/7/365 on any outages. We have a comprehensive guide to outages and information about our general status page available for you to take a look at, but the summary of this is that if you or your customer's are down or unable to work, let us know and we'll quickly take a look to see what's going on! You can always keep up to date on our status page where we do our best to provide insight to outages impacting multiple customers.
Assuming you know ahead of time that you have a major event coming up, please let us know as early as possible - at least a week - if not more - is ideal! Although we have monitoring in place to help mitigate issues as best as possible, the best situation is where we can proactively review allocated resources, your server side setup, and make sure that there simply aren't any issues!
If you have a Technical Account Manager via Premium Support or CSM, please make sure that they and Support are aware of your impending event so that they can pay attention to it. If you don't, don't despair! Open a support case letting our team know that you have an event coming, what the date and time of it is and that you'd like us to take a look to see if there's anything that needs to be done to help prevent an impact on you or your customers. If you can add Proactive to the case subject, it'll help us organize the solution as well. Depending on need and contracted level of support, this may require some additional conversations to figure out what is necessary to help you be successful.
The above applies to whether you're a Care, Communities, Marketing, or JX customer!
When are Khoros's Maintenance Windows?
To continuously improve our products and services, Khoros reserves specific, low traffic windows to perform maintenance to your Khoros product.
Examples of maintenance that may be performed include (but are not limited to):
Version upgrade to the latest release
Configuration of requested feature
Deployment of a bug patch/fix to existing version
11:59:59 PM - 04:00 AM
08:00 AM - 12:00 PM
07:00 AM - 11:00 AM
04:00 PM - 08:00 PM
11:59:59 PM - 04:00 AM
11:00 PM - 03:00 AM
08:00 AM - 12:00 PM
04:00 PM - 08:00 PM
03:00 PM - 07:00 PM
Khoros Care and Publisher View
10:00 PM - 02:00 AM
06:00 AM - 10:00 AM
05:00 AM - 09:00 AM
04:00 PM - 08:00 PM
11:59:59 PM - 04:00 AM
11:00 PM - 03:00 AM
10:00 AM - 02:00 PM
06:00 PM - 10:00 PM
05:00 PM - 09:00 PM
* Standard = UTC time during Standard time
* Daylight = UTC time during Daylight Savings time
* For a specific conversion to your timezone, refer here.
* Please note that these maintenance windows cannot be customized.
So you've launched a subscription with one of our products and ran into an issue or have a question that you couldn't find the answer for on this community. Don't fret - we've got you covered! It's our mission to ensure your support experience is seamless and effortless.
If you have access to the Case Portal, you might have noticed a lot of fields on the new case submission page. Why is all of this information necessary / required?
We understand that not everything you submit to us will merit this information. For example, if you have a simple request or a question, providing steps to replicate or describing the expected and actual behavior may not be relevant. However, the more information you can provide from the start, the faster your experience will be.
For all service requests, whether to report a defect or simply a question, there are some fields that will help us solve for your query more effectively.
Subject - Just a brief summary, a tweet if you will, about the request
Description - Here's where your novel goes, with the entirety of the request
Customer Priority - By default, this is "normal" but sometimes there's a High or Low priority request. These should be compared to your others, meaning 90% of your request would typically be "Normal" in priority.
Severity - These are contractual levels, but take a look at our Support Page for some definitions. This is a field you can't change once submitted, but our support team can if appropriate.
When reporting a defect or issue to Khoros Support, please provide the following information:
URL of Khoros Product and/or URL(s) of where the problem occurs
Steps to Reproduce
Browser and OS
Username, Roles, or Ranks
When asking a question or making a request to Khoros Support, please provide the following information:
Description / Request / Question
URL of Khoros Product
Providing the above will eliminate the chance for any confusion or unnecessary back-and-forth that may lengthen the time your case stays open.
On a final note, a picture is worth a thousand words - if you're able to attach screenshots to your case submission, it will be extremely helpful to the team in getting your case moved along even faster. And if a picture is worth a thousand words... a video is worth a million! If the issue you're experiencing is intermittent or rather involved, capture it on a quick video. There are several applications out there that offer video capturing of your screen - Jing is a great free tool to try and works on both PC and Mac.
In 2018 Khoros is moving all customer sites to SSL encryption (HTTPS) to safeguard customer data. HTTPS encrypts all data passed between the end user and your community. Khoros is ready to work with you to enable, test, and deploy a SSL certificate, to bring your community to full HTTPS delivery. We will also be sending out email notifications to our customers over the next month and a half as a reminder on this.
These changes will result in:
all pages/resources will be served over HTTPS in production
all pages/resources will be served over HTTPS in stage
requests for pages/resources/apis over HTTP will be redirected to their HTTPS equivalents
Note that the steps below follow Khoros Standard SSL deployment. Access to Standard SSL deployment is included with existing customer licenses (is free).
To get started, we ask that you follow the following steps.
Open a support ticket: Please open a support ticket via the case portal so that the support team can begin the process. If you have a technical resource on your side who can assist, please be sure to include them on the CC list when creating the case.
Certificate Procurement or Updates: If your community is not utilizing any form of SSL, Khoros Support will add your domain to the Khoros SAN SSL Certificate and prepare your community for HTTPS migration. If you already have SSL enabled but in partial mode, you’ll be transitioned over to full-site SSL.
Studio Review (Plugin Layer): Khoros Support will review your plugin and attempt to convert any hard-coded community HTTP paths to either use a relative path or HTTPS. More complicated asset updates will be flagged and communicated to your technical contact or may need a services engagement.
Community Admin Updates: While Support will handle the plugin transition, you will need to handle any hard-coded paths contained within the Community admin panel. This includes the announcement sections and custom content modules. If you had customization work done through Khoros Professional Services, you may have a Settings List Editor section in your admin that will also need to be updated if it contains any fields created for URL’s.
Review on Staging: Once the plugin updates are completed and the certificate procured/updated, you will need to test and review your staging instance. If there’s any problems, please inform support. If there are no problems, we’ll then move on to scheduling the changes for production:
Schedule your Production Deployment: Support will coordinate with you a production HTTPS deployment during a normal maintenance period.
FAQ - Frequently Asked Questions
Why is Khoros switching to HTTPS now?
Major browser and search vendors are making changes to flag pages that are delivered over HTTP as 'not secure' after July 2018. Obviously, this kind of message is not one you want associated with your brand. HTTPS is also a factor in search engine ranking. It's presumed that search vendors will add additional weight to HTTPS in their ranking formula this year.
What if part of my community is delivered over HTTPS already?
For customers using "mixed mode", Khoros will work with you to enable full site HTTPS using the existing SSL certificate. The steps required on your part are identical for customers using mixed mode.
Can I wait?
Not for much longer. Khoros is phasing out support for HTTP communities after 18.7, following best practices and maintaining our commitment to securing customer data.
Can I generate my own certificate?
Contact support or your account team for alternative SSL certificate scenarios. Note that alternative scenarios generally carry a charge and require an engagement (SOW). We typically advise against this direction.
What about external domains?
Anything hosted on the community will support HTTPS. However, any references to external domains will require that those domains be under SSL. If you’re using an external asset and the domain does not support HTTPS, we recommend that you upload the asset to your community via studio then update the reference code/URL.
What is a SAN SSL certificate?
See the What is the SAN SSL certificate? Article.
What are the benefits of using SSL (HTTPS encryption)?
See the Full HTTPS Encryption for all Communities article. Thank you for your time and we look forward to working with you to migrate you to HTTPS!
What is Khoros's Bug Process?
Khoros handles all incoming issues through our Support team. Our article on how to report an issue is available here.
During the triage and troubleshooting process, Khoros may identify a particular issue as a bug within the system. At this juncture, we notify affected customer(s) with as much information as possible and that the issue has been identified as a bug.
Our support team continues to be the primary point of contact for you and we leave the case open until the bug has either been resolved (after confirmation with the customer), deferred, or identified as a ‘won’t fix’. As a SaaS company, Khoros is not always able to commit to resolving certain bugs. However, we do commit to provide communication as quickly as possible. In addition to this, we may defer a bug to an indefinite date when a specific feature comes up for rewrite.
Throughout the lifecycle of an open bug, Khoros support continues to communicate the current status as best as possible along with any confirmed timelines. Initially, Khoros does not commit to specific timeframes for bug fixes, but when the issue is clarified or placed on a Sprint for completion we will be able to provide a date for the release that the bug will be in.
Here are a few reasons why we're unable to specify timeframes when addressing bugs:
Our bug-vetting process is thorough, complex and in-depth. This is a simplification of our process — but bugs are first triaged, then they're categorized as potential fixes based on a ranking of criteria:
The complexity of the issue
How widespread the issue is
How many similar issues to this have been reported and are sitting in the backlog, etc.
In addition to our bug-vetting process, we also have to take into account:
Any overlapping fixes or new features that have been checked into a pending release
Any overlapping fixes or new features that are in an upcoming future release
How this issue integrates into our overall QA process to prevent recurring issues
When we take all of these factors into account, it becomes impossible for us to provide an initial timeframe even on something that may appear to be a simple fix.
In all cases, Khoros partners with our customers to understand business impact which helps us prioritize issues across our customer base in a more effective manner. For customers that have Premium support, this is completed through the Technical Account Manager.
Khoros Customer Support has sent me an invitation to Box.com that is related to my support case, how do I access the file?
The Khoros Customer Support team utilizes Box.com to share large files with customers, or files that contain sensitive information. If you need to access Box.com, you can take the following steps:
Click on the link to view the file on the E-Mail from Box that you received.
You will be redirected to a page on Box.com, click on the link that says Not part of Khoros?. The screen should look like this:
If you have an existing Box.com account with the E-Mail address Support has shared to, please enter your credentials on this screen to sign in. Once authenticated, you should be able to access the file Support has shared. At this point you should have access to the file and do not need to complete the rest of the steps. If you do not have an existing Box.com account, click the link in the top right hand corner that says Sign Up. This screen should look like this:
You will be redirected to a page with pricing options, click on the link for Individual Plans, and then click Sign Up under the "Individual" heading. Those two screens will look like this:
You will be redirected to a registration form, fill in the details using the E-Mail address that Support shared the file to. Once this step is completed, you should be able to access the file that Support has shared.
If you have any issues accessing the file(s) that were shared to you, please let your Khoros Customer Support representative know.
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, you can view the contacts and emails we have on file for each of these lists here.
Please contact Support any time to update either notification list and ensure members of your team/organization are notified of important updates!
How can I activate/deactivate users to view and submit cases through the case portal?
Note: Customers under the Silver support tier will not have access to any case portal users. For a breakdown of each tier, refer to our support data sheet.
To activate a case portal user, please create a case by emailing email@example.com and mention that you want to ACTIVATE this user:
Khoros Community Username (the user must be registered on this community first)
Community and/or Account
To deactivate a case portal user, please create a case by emailing firstname.lastname@example.org and mention that you want to DEACTIVATE this user:
Khoros Community Username (link to profile is preferred)
Community and/or Account
When you have an open support case, you will be able to see a new button on the case details page with the option to Close case.
Once you are happy that your support case has been resolved you can click on the button, which will trigger a popup box confirming that you would like to close out your case with the support team.
Once you have closed your support case you will be able to find it in the Resolved tab in the Case Portal.
Note: If you wish to let us know why you are closing your case, please feel free to leave a comment on the case before closing. You may also receive a survey after the case is closed.
What information should I provide to Support if I am having performance issues?
When diagnosing performance issues, it is extremely helpful to have the following information:
Product. Which product(s) are you having issues with?
Define slow. What do you mean by 'slow'? e.g. How many seconds/minutes did it take to load a page?
Narrow the scope. Is the slowness specific to any set of browsers/users? Is it everyone at a particular location? Everyone at the company?
Any particular URLs loading slow?
What region do you live in?
How many users are we entitled to get access to the Cases area?
Standard customers are allotted 5 case portal seats.
Premium support customers are allotted 10 case portal seats.
If you need to add/remove any users (the latter to make way for new additions), please follow the process outlined in our case portal activation guide.
Note: If you have more than one community, you can spread the "users" as desired. For example if you had two Premium Support communities, you could potentially have 8 users for Community A and 2 users for Community B.
We've updated the status page to provide more specific and targeted information regarding the topics that you care about. This allows us to also be more proactive in order to provide the necessary details to you, our customers, about what is occurring on our servers, APIs, or functionality within the product lines. It is our goal to continue to improve this communication and we are happy to continue to receive feedback.
What's the URL?
What does this provide?
You'll receive an email or SMS about new investigations, monitoring, or resolutions as they occur based on your preferences and selections. It is the best way to be proactively notified about any problems across the Khoros product lines.
Who should sign up?
Anyone that's interested in keeping up to date about our infrastructure should be signed up. This includes administrators, community moderators, Care supervisors, or even agents who are expected to respond to customers! It is always great to know what is going on with the tools being used and this is the place to get that information.
Won't I get spammed?
We update this page only for relevant information and you can select the subcategories to be notified about. By default, everything is checked but there may not be any need for you to be notified on Communities API if you're only using Care in your business (even if we think you should use both!).