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Support Information

Find general information and information about Khoros Support team policies and procedures here.
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When you have an open support case, you will be able to see a new button on the case details page with the option to Close case.     Once you are happy that your support case has been resolved you can click on the button, which will trigger a popup box confirming that you would like to close out your case with the support team.     Once you have closed your support case you will be able to find it in the Resolved tab in the Case Portal. Note: If you wish to let us know why you are closing your case, please feel free to leave a comment on the case before closing. You may also receive a survey after the case is closed.
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by Khoros Alumni (Retired) Khoros Alumni (Retired) Khoros Alumni (Retired) Jun 11, 2019
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Question What information should I provide to Support if I am having performance issues? Answer When diagnosing performance issues, it is extremely helpful to have the following information: Product. Which product(s) are you having issues with? Define slow. What do you mean by 'slow'? e.g. How many seconds/minutes did it take to load a page? Narrow the scope. Is the slowness specific to any set of browsers/users?  Is it everyone at a particular location? Everyone at the company? Specify details. What is loading slow? (header, footer, images, boards, messages, signatures, avatars, javascript, etc) Any particular URLs loading slow? What region do you live in?
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by Khoros Staff Khoros Staff Dec 26, 2018
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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!).     
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by Khoros Staff Khoros Staff Jul 15, 2019
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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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