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Support Information

Find general information and information about Khoros Support team policies and procedures here.
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maintenance windows
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  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 Khoros Communities Region Pacific Time UTC (Standard) UTC (Daylight) AMER Tues/Thur 11:59:59 PM - 04:00 AM Wed/Fri 08:00 AM - 12:00 PM Wed/Fri 07:00 AM - 11:00 AM EMEA Tues/Thur 04:00 PM - 08:00 PM Tues/Thur 11:59:59 PM - 04:00 AM Tues/Thur 11:00 PM - 03:00 AM APAC Wed/Fri 08:00 AM - 12:00 PM Wed/Fri 04:00 PM - 08:00 PM Wed/Fri 03:00 PM - 07:00 PM   Khoros Care Region Pacific Time UTC (Standard) UTC (Daylight) AMER Tues/Wed/Thur 10:00 PM - 02:00 AM Wed/Thur/Fri 06:00 AM - 10:00 AM Wed/Thur/Fri 05:00 AM - 09:00 AM EMEA Tues/Wed/Thur 04:00 PM - 08:00 PM Tues/Wed/Thur 11:59:59 PM - 04:00 AM Tues/Wed/Thur 11:00 PM - 03:00 AM APAC Tues/Wed/Thur 10:00 AM - 02:00 PM Tues/Wed/Thur 06:00 PM - 10:00 PM Tues/Wed/Thur 05:00 PM - 09:00 PM   Khoros Marketing The Marketing platform undertakes routine system maintenance on  Saturdays and Sundays at  09:00 UTC which equals: 05:00 EST (US Eastern) 19:00 AEST (Australia) 14:30 IST (India) In exceptional cases, maintenance might be performed on a weekday.   * 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.
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by Khoros Alumni (Retired) Khoros Alumni (Retired) Khoros Alumni (Retired) Aug 17, 2021
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Question What is a mid-day restart? Answer Sometimes we receive configuration change requests where we're required to make the change/s as soon as possible, as opposed to waiting until the next maintenance window (see the maintenance window TKB for reference).   We usually specify that we can do these out-of-window deployments for a mid-day restart (when we refer to mid-day restarts, this is not limited to 12pm in that timezone, this is anytime outside of the maintenance window).    These restarts are usually no different to regular studio pushes where the downtime for the deployment to take effect can be anywhere from 1-15 minutes. However, we also require explicit approval from customers that we can go ahead with scheduling the restart - especially during business hours. Please keep this in mind whenever you need to schedule something urgent.   If you have further questions about deployment out-of-window, please contact support and we will promptly address your questions.
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by Khoros Staff Khoros Staff Nov 9, 2020
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  • Maintenance Windows

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 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!
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by Lithium Alumni (Retired) Lithium Alumni (Retired) Lithium Alumni (Retired) Jul 15, 2019
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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!).     
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by Khoros Staff Khoros Staff Jul 15, 2019
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