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Support Information

Find general information and information about Khoros Support team policies and procedures here.
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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. 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.
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by Khoros Oracle Khoros Oracle Mar 2, 2020
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