Khoros Atlas Logo

Support Information

Support Information

Find general information and information about Khoros Support team policies and procedures here.
Filter
Filter by Labels
Select any of the labels below to filter results.
Filters applied...
Sorted by:
Question What is my community IP address? Will it always remain the same or is there a range it will stay in? Can I create a DNS entry to point our community to the IP address? Answer The IP address of your community can be found by pinging the address via command prompt. You can do this by performing one of the following: ping commid.lithium.com (where commid is your community ID) nslookup commid.lithium.com (where commid is your community ID) Will it always remain the same or is there a range it will stay in? Your community's IP address is subject to change. Below you will find our IPv4 address space for each of our data centers: AMER IPv4 address space: 208.74.204.0/22 EMEA IPv4 address space: 46.19.168.0/23 If you're unsure which data center you're located in, please contact Lithium Support.   Can I create a DNS entry to point our community to the IP address? This is not recommended as the IP address is subject to change. While the IP will always fall within the range noted above, the proper method is to create the entry such that community.domain.com CNAME to commid.lithium.com
View full article
by Lithium Alumni (Retired) Lithium Alumni (Retired) Lithium Alumni (Retired) Aug 30, 2018
Labels (2)
2
1934
Question How many users are we entitled to get access to the Cases area?   Answer Standard  customers are allotted 5 case portal seats.   Premium  support customers are allotted 10 case portal seats.     If you need to add/remove any users (the latter to make way for new additions), please follow the process outlined in our case portal activation guide.   Note:  If you have more than one community, you can spread the "users" as desired.  For example if you had two Premium Support communities, you could potentially have 8 users for Community A and 2 users for Community B.    
View full article
by Khoros Alumni (Retired) Khoros Alumni (Retired) Khoros Alumni (Retired) Mar 22, 2018
Labels (1)
0
568
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 (mid-day PST usually unless otherwise specified by the customer).    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.
View full article
by Khoros Staff Khoros Staff Mar 14, 2018
Labels (1)
1
637