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 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.
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 firstname.lastname@example.org 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 email@example.com and mention that you want to DEACTIVATE this user:
Khoros Community Username (link to profile is preferred)
Community and/or Account
Access the Case Portal
Create a new case
Case status definitions
View Support, Upgrade, and Contact Info
This article pertains to the Lithium Community's own implementation of the Case Portal feature, not the general implementation you might do on your own community.
Access the Lithium Community Case Portal
The support plan you purchased determines the number of Case Portal "seats" your organization can use:
Premium - 20 Case Portal seats
Standard - 10 Case Portal seats
To get setup with access, email firstname.lastname@example.org and provide the following information:
Lithium Community username
Community or Lithium SMM environment
After you get access to the Case Portal:
Sign in to the Lithium Community.
Find the Case Portal link on the Community Home page or go to Knowledge & Support > Case Portal).
Create a New Case
Click Create New Case.
Fill out the form, including as much detail as possible (why?), attach screenshots, and Save your case.
The Lithium Support team will be in touch with you during standard business hours and within the SLA based on your support plan.
Go to the Lithium Case Portal page to view all open/resolved cases that you personally created.
Case Status Definitions
Lithium Researching: The case is under investigation - see comments from the Lithium Support team in the case itself for the latest status on this investigation
Preparing for Deployment: The fix, task, or configuration is being prepped for production deployment by our Support Engineers.
Scheduled for Deployment: The fix, task, or configuration is confirmed to be scheduled for production deployment by our Support Engineers during the next closest maintenance window.
Bug Identified: The issue reported has been identified as a core product bug. An internal ticket has been filed with our engineering staff for further triage, investigation, and prioritization into the product roadmap for a potential fix. Lithium Support will update whenever there is news from Lithium Engineering - updates will likely be less frequent moving forward
Fixed, Scheduled for Upgrade: The issue reported has been identified as a core product bug which has been determined to be resolved in a later version of the Lithium application. See comments from Lithium Support for specifics on when your environment is scheduled to receive the fix or upgrade.
Lithium is Scoping Request: The case has been determined to be outside the capabilities of the product by default. **Note that any feature/enhancement requests should be routed to the Lithium Community Idea Exchange - Lithium Support does not keep these requests open.
Pending Closure: The issue or request has been resolved or the question has been answered. **Note that you may comment in your case at any time should you need additional assistance.
Action Needed Statuses
Pending Your Response: The case is pending your response - we cannot move forward without a response from you or your team.
Closed: This case has been closed. Note: You might need reopen your case at any time should you need additional assistance.
View Support, Upgrade, and Contact Info
At the case portal home page, under the Case Portal menu on the right, select My Lithium Products.
If you have more than one Lithium product, scroll through the page to the respective product to view information about it.
Depending on the product type, you can view a number of details about your Lithium Community or Lithium SMM environment.
Useful information you can view here includes:
Technical Account Manager & email address (Platinum Support)
Maintenance window for your Lithium Community (refer here for specifics)
Upgrade version and schedule for your Lithium Community
Contact links associated with your environment
A special note on the last bullet point, or the Community - Contact Link section - the list you see here displays members of your team / organization who we have associated with that particular environment. In this section, you'll be able to view who is on the two notification lists we offer (as described here) as well as view who has access to the other case portal seats allotted to your team members.
To request additions, removals or make any changes, simply submit a new case and we'll update our records.
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.
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.