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!
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:
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 2019
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
Mahatma Gandhi Jayanti
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 during 2018.
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 email@example.com.
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 firstname.lastname@example.org and provide the following information:
Khoros Atlas community username
Whether or not you will need access to all of your organization’s cases.
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 Support Case .
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.
Managing Existing Cases
Click on the subject 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.
3. To Escalate a Case, scroll to the bottom of the Case Details section and click the Escalate button.
4. To Close a Case, click Close Case at the top right corner of the page.
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 email@example.com with details of the issue you are experiencing.
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.
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 firstname.lastname@example.org 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 under the case details near the bottom left-hand corner.
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 a team of Escalation Managers, who will review and reply in the case.
Level 2: The case is escalated to the Escalation Managers, Support Management and your account's Customer Success Manager (CSM), but the Escalation Managers will review and respond.
Level 3: All of the previous manager groups from Level 2 are alerted, but in addition the Regional Senior Management is also included and will personally review and reply to your case.
Level 4: All of the managers from Level 3 are alerted, but VP of Support is also alerted. The VP will review and reply directly to the case. A full root cause analysis will be completed to understand why this case needed an escalation to this level.
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.
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!).
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
What is a Severity 1 incident?
A Severity 1 incident is a situation where the application is essentially rendered useless and prevents all, or the majority, of users from accessing or using the application for its primary purpose.
Community - Severity 1 Definition
At least 50% of users are experiencing one or more of the following problems:
Cannot access the production community
Cannot post anywhere on the production community
Cannot log in to the production community
Extreme slowness (several seconds or minutes) to load nearly any page on the production community
A major security risk or vulnerability
Note: Any of the same issues happening only on the stage community would not classify as a Severity 1 incident. In these situations, a normal Support ticket should be filed via the case portal or by emailing email@example.com.
Khoros Care - Severity 1 Definition
No one can access or log in to Khoros Care
Data is not coming in to Khoros Care for any one of the standard social integrations, i.e. Facebook, Twitter, Khoros Community, or Google+
No agent is able to send responses out to any one of the standard social integrations, i.e. Facebook, Twitter, Khoros Community, or Google+
Extreme slowness (several seconds or minutes) to load or respond to nearly all conversations
A major security risk or vulnerability
Khoros Care Publisher View - Severity 1 Definition
No one can access or log in to Khoros Care Publisher View
Extreme slowness (several seconds or minutes) to load or navigate the app
Send Immediately functionality is not working at all
A major security risk or vulnerability
Who do I contact if there's a Severity 1 incident?
What information should I provide?
When reporting and outage, to expedite turnaround time please provide the following:
Brief description and steps to replicate the issue
Sample URL to where the issue can be seen (the home page is fine if no specific URL)
What is your Service Level Agreement (SLA) on Severity 1 incidents?
Support on severity 1 incidents is available 24 hours a day, 7 days a week, including published holidays.
We guarantee a 15 minute initial response for Standard and Premium Support.
The most up-to-date SLA information can always be found at www.lithium.com/sla
Do you have a server status page to check for real-time updates?
Note: Khoros monitors all of its critical services both internally and through third-party services. This page reports on known infrastructure wide incidents affecting Khoros platform. If you're experiencing an availability or a performance issue that isn't shown on that page, please report it to firstname.lastname@example.org.
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 can I clear my cookies and/or cache?
Often times you'll be asked to clear your cookies & cache so the browser has a clean start. This can fix a variety of errors you may see, including loading and formatting issues.
WARNING: Please note that by doing this, you'll be clearing everything you've viewed and done. This means you'll need to re-input any auto-login passwords and such.
To determine which browser you are currently using, click here.
To view instructions on how to clear cookies and cache for your browsers click here.
How can I find my own Lithium SSO cookie token?
If you're ever experiencing login or authentication issues and reach out to support, the very first thing we'll ask for is your SSO token cookie. That's because it contains a treasure trove of information about your SSO implementation and can help us nail down the issue quickly. Detailed below you'll be shown how accomplish this in the latest versions of Internet Explorer, Firefox and Chrome.
Tools (or the orange Firefox button) - > Options - > Privacy. Midway down you'll see the option 'remove individual cookies'.
Click it and it will open up a small cookies pane. In this new pane, type "lithium" in the search box and hit enter. Depending on where you've been and what you viewed, the results returned will vary. What you're looking for is something in the format "!lithiumSSO".
Once you find the !lithiumSSO cookie, click it and look at the 'Content' section in the pane. It should contain what looks like a bunch of gibberish -- this is your decrypted SSO cookie. Simply copy all of the contents, paste it into a .txt file and you should be all set.
Internet Explorer 9:
IE9 has a built in developer tool that makes this task simple. After you login to your community just open IE9 and hit F12. You can also find it with Tools (the gear icon) - > F12 developer tools.
Once in the developer tools, select Cache - > View cookie information.
The browser window will now display all the cookie information for the page you were viewing. Hit Ctrl + F and manually search for "!lithium". Once you've located the proper cookie, the 'VALUE' field is what contains your SSO cookie. It should contain what looks like a bunch of gibberish -- this is your decrypted SSO cookie. Simply copy all of the contents, paste it into a .txt file and you should be all set.
Wrench Icon - > Settings - > Show advanced settings... - > Content settings... - > All cookies and site data...
In the Cookies and site data pane search for "lithium" in the search box. You'll have to manually check each cookie until you spot something that resembles "!lithiumSSO". Once you find it, click the "!lthiumSSO" bubble link and look at the 'Content' section. It should contain what looks like a bunch of gibberish -- this is your decrypted SSO cookie. Simply copy all of the contents, paste it into a .txt file and you should be all set.
What is my community IP address?
Will it always remain the same or is there a range it will stay in? Can I create a DNS entry to point our community to the IP address?
The IP address of your community can be found by pinging the address via command prompt. You can do this by performing one of the following:
ping commid.lithium.com (where commid is your community ID)
nslookup commid.lithium.com (where commid is your community ID)
Will it always remain the same or is there a range it will stay in?
Your community's IP address is subject to change.
Below you will find our IPv4 address space for each of our data centers:
AMER IPv4 address space: 220.127.116.11/22
EMEA IPv4 address space: 18.104.22.168/23
If you're unsure which data center you're located in, please contact Lithium Support.
Can I create a DNS entry to point our community to the IP address?
This is not recommended as the IP address is subject to change. While the IP will always fall within the range noted above, the proper method is to create the entry such that community.domain.com CNAME to commid.lithium.com