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
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!
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.
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.