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.
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 .
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.
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.
4. To Close a Case, click Close Case at the top right corner of the page.
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.
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.
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 Marketing - Severity 1 Definition
No one can access or log in to Khoros Marketing
Data is not coming in to Khoros Marketing for any one of the standard social integrations, i.e. Facebook, Twitter.
No account is able to send responses out to any one of the standard social integrations, i.e. Facebook, Twitter.
Extreme slowness (several seconds or minutes) to load or respond to nearly all conversations
A major security risk or vulnerability
Who do I contact if there's a Severity 1 incident?
Email: outage@khoros.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 https://khoros.com/service-level-agreement
Do you have a server status page to check for real-time updates?
Yes. It is located at http://status.khoros.com/ and you can subscribe to it via email or SMS (limitations apply to SMS updates).
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 platforms. If you're experiencing an availability or a performance issue that isn't shown on that page, please report it to outage@khoros.com
My contract says ....
Your contact overrules the statements in this document. This outlines our standard expectations and commitments, however customers with increased or grandfathered support offerings may have different contractual agreements.
