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Support Information

Find general information and information about Khoros Support team policies and procedures here.
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We know that there are events that specific communities consider "major" for their business -- whether this is the Superbowl , Black Friday/Cyber Monday, 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 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.    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 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!     Reaching Out 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.   The above applies to whether you're a Care, Communities, Marketing, or JX customer! 
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by Khoros Staff PhilippeM Khoros Staff 01-17-2018 10:06 AM
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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 support@lithium.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?  Email: outage@lithium.com   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? Yes: http://status.khoros.com/ 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 outage@lithium.com.
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by Khoros Oracle Khoros Oracle 12-31-2013 03:22 PM
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  • Outages

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