Support Information

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? http://status.khoros.com/   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!).     

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.