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Escalating Support Cases
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 outage@lithium.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 that were submitted with a lower severity rating can be escalated four (4) hours after the original submission. 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? Aftera case has been created, the option to escalate it will be available. Simply open the desired support ticket within the Case Portaland click Escalate Caselocated in the escalation information section. Anew 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.5likes10CommentsKhoros Maintenance Windows
To enhance operational efficiency, we are standardizing our maintenance windows across all products effective May 20th 2024. Studio Self Publish for Community will now remain operational during maintenance hours, for continuous delivery and deployment flexibility. To continuously improve our products and services, Khoros reserves specific, low traffic windows to perform maintenance to your Khoros product. Examples of maintenance that might 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 All Products Region UTC AMER 08:00 AM - 12:00 PM APAC 04:00 PM - 08:00 PM EMEA 11:00 PM - 03:00 AM (+1 day) For ease of reference, here are the local Pacific times and Indian times for each region: Region Pacific Daylight Time (PDT) Pacific Standard Time (PST) Indian Standard Time (IST) AMER 01:00 AM - 05:00 AM 12:00 AM - 04:00 AM 01:30 PM - 05:30 PM APAC 09:00 AM - 01:00 PM 08:00 AM - 12:00 PM 09:30 PM - 01:30 AM (+1 day) EMEA 04:00 PM - 08:00 PM 03:00 PM - 07:00 PM 04:30 AM - 08:30 AM * Standard = UTC time during Standard time * Daylight = UTC time during Daylight Savings time * You can look up the specific conversion to your timezone * Maintenance windows cannot be customized. Change windows are set times when planned, no downtime changes are permitted. These changes are scheduled and communicated via the release calendar. By adhering to a set schedule, updates become predictable and manageable. These changes have traditionally not fallen under Maintenance Windows as there is no downtime. By providing visibility into Change Windows and prescribing regularly scheduled times and dates we can deploy with confidence and keep customers informed. Service Day UTC EST IST Core Platform Services Mon 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM CRM Services Mon 10 AM - 3 PM 5 AM - 10 AM 3:30 PM - 8:30 PM Automation and Bot Services Tue 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM Messaging and Governance Services Tue 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM Marketing Services Wed 10 AM - 3 PM 5 AM - 10 AM 3:30 PM - 8:30 PM Analytics Services Wed 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM19likes14CommentsKhoros Support Hours & Observed Holidays
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): Region Hours (Regional) Hours (PST) Americas 6 AM – 6 PM PST 6 AM – 6 PM PST EMEA 7 AM – 6 PM GMT 11 PM - 10 AM PST APAC 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 2024 Americas New Year’s Day (observed) January 1 Martin Luther King Jr. Day January 15 President’s Day February 19 Spring Holiday March 29 Memorial Day May 27 Juneteenth (observed) June 19 Independence Day July 4 Labor Day September 2 Thanksgiving Day November 28 Day after Thanksgiving November 29 Christmas Eve (observed) December 24 Christmas Day (observed) December 25 New Year's Eve (observed) December 31 EMEA New Year’s Day (observed) January 1 Good Friday March 29 Easter Monday Bank Holiday April 1 May Bank Holiday May 6 Spring Bank Holiday May 27 Juneteenth (observed) June 19 Summer Bank Holiday August 26 Christmas Day (observed) December 25 Boxing Day December 26 APAC New Year's Day January 1 Uttarayana Punyakala / Makara Sankranti January 15 Republic Day January 26 Good Friday March 29 Ugadi April 9 Khutub E-Ramzan April 11 May Day May 1 Juneteenth (observed) June 19 Independence Day August 15 Gandhi Jayanti October 2 Deepavali (Observed) October 31 Kanataka Rajyotsava November 1 Christmas (observed) December 25 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 anyseverity 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 outage@khoros.com.8likes4CommentsUsing 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 Support 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 organizations cases, you can view them by clicking on 'Case View' and then click on 'My Organizations Cases' 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. 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 4. To Close a Case, click Close Case at the top right corner of the page. Additional Information Escalating Support Cases 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.4likes4CommentsKhoros Care Downtime & Impacts to Bot Customers
At times, Khoros will perform scheduled maintenance on your Khoros Care instance. You will receive an email notification for the maintenance approximately 3 days beforehand. This email will contain the date, time, and length of the maintenance. Note your specific date and time from the email Khoros maintenance windows are designed so that any downtime maintenance we perform is done during times that are least impactful to your Khoros Care teams and your customers. You should plan for up to an hour of downtime where agents won't be able to sign in to your Khoros Care instance. Review the maintenance windows. For most of our customers, this impact is minimal and potentially completely invisible to your customers. For a very small group of our bot customers, the downtime could translate to an impact to bot interactions if your bot is connected to the Care API to retrieve messages vs. network APIs directly. The former may mean that your customers won't receive messages from your bot during the downtime and won't receive messages afterward unless they re-engage again subsequently. This can also have an impact on the continuation of bot flows that started before the downtime that got interrupted. Those customers may experience a restart of their conversation journey with the bot, such as a bot response that ignores the context the customer already provided. To minimize the disruption now, consider one of these options: Welcome Response message Bot Holding Work Queue Welcome Response message Set a Welcome Response message in Care for the affected bot channels 1 hour before the downtime, informing customers they might experience a disrupted bot journey. This will trigger a Welcome Response as well as starting the bot journey. Don’t forget to disable this new Welcome Response after the downtime. Alternatively, you could update the welcome bot flow directly within Flow, and then remove it after the downtime. Here’s a sample message: "As we make security improvements to our servers, the bot may be impacted over the next couple of hours. If the bot fails to respond to you, please simply re-engage with us after 1 hour to continue the conversation. We apologize for the impact this may have." Bot Holding Work Queue If customers don't re-engage the bot after the downtime, you might have to take conversations out of your bot holding queue and deliver them to agents without waiting for automatic agent handoff by the bot. Follow this guide to achieve this. Note: If you use bots other than Khoros Flow, confirm with your bot provider how a downtime of Khoros Care might affect you. The steps above should also be of value to you. If you have any concerns or questions regarding this, raise them with your Account team. If you don't know who they are, simply ask Maia, our chatbot, on Atlas 'CSM' and they will let you know who you can speak to. Also, don't forget that our Support Team works 24/7/365 in urgent cases.0likes0CommentsHelp Us Help You!
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 Specific to Intelligence: Provide a direct link to the search/topic or a full-page screenshot that includes the search name. Specific to Experiences: Provide a direct link to the stream, visualization, or space in the platform. 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 Team4likes0CommentsWorking with Khoros during Major Events
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. Outages Khoros is committed to ensuring that you are supported 24/7/365 on any outages. We have a comprehensive guide to outagesandinformation about our general status pageavailable 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. Being Proactive 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 simplyaren't any issues! Reaching Out If you have a Technical Account Manager or CSM, please make sure that they and Support are aware of yourimpending 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 addProactive 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!Cases Activation and Deactivation
Question How can I activate/deactivate users to view and submit cases through the case portal? Answer To activate a case portal user, please create a case by emailing support@khoros.com and mention that you want to ACTIVATE this user: Full Name Title Email Address Phone Number 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 support@khoros.com and mention that you want to DEACTIVATE this user: Full Name Email Address Khoros Community Username (link to profile is preferred) Community and/or Account0likes2CommentsWhat is Khoros's Bug Process?
Question What is Khoros's Bug Process? Answer 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 whenthe 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 whywe'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 aspotentialfixes 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: Anyoverlappingfixes or new features that have been checked into apending release Anyoverlappingfixes 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.3likes1Comment
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