Hours of Operation On Severity 1 Service Incidents, Khoros hours of operation are 24/7/365. For all others, standard hours of operation for Khoros Support are as follows (Monday - Friday):   Region Hours (Regional) Hours (PST) Americas 6 AM – 6 PM PST 6 AM – 6 PM PST EMEA 7 AM – 6 PM GMT 11 PM - 10 AM PST APAC 7 AM – 4 PM IST 5:30 PM – 2:30 AM PST   Additional hours of operation are available with additional support levels or on some grandfathered agreements. Coverage for major holidays, as defined by Khoros regional support, is limited to Severity 1 issues only. Observed Holidays for 2023 Americas New Year’s Day (observed) January 2 Martin Luther King Jr. Day January 16 President’s Day February 20 Spring Holiday April 7 Memorial Day May 29 Juneteenth (observed) June 19 Independence Day July 4 Labor Day September 4 Thanksgiving Day November 24 Day after Thanksgiving November 25 Christmas Eve (observed) December 22 Christmas Day (observed) December 25 New Year's Eve (observed) December 29   EMEA New Year’s Day (observed) January 2 Good Friday April 7 Easter Monday Bank Holiday April 10 Early May Bank Holiday May 1 Coronation of King Charles May 8 Spring Bank Holiday June 29 Juneteenth (observed) June 19 Summer Bank Holiday August 28 Christmas Day (observed) December 25 Boxing Day December 26   APAC Republic Day January 26 Ugadi March 22 Good Friday April 7 May Day May 1 Juneteenth (observed) June 20 Barkid June 29 Independence Day August 15 Ganesh Chaturthi September 19 Gandhi Jayanti October 2 Vijaya Dashmi/Dussehra October 24 Kanataka Rajyotsava November 1 Diwali November 13 Christmas (observed) December 25   Take special note to the holidays based on your location, as they may differ from public holidays in your specific country. Example: If your organization falls within the EMEA region (including, but not limited to UK, France, Germany, Switzerland), all days listed under EMEA are holidays Khoros Support will be observing that year. Standard support coverage will resume on the next business day. Note: We're prepared to support any severity level 1 issue all year round, 24x7x365. Should the need for this arise, be sure to include the nature of the service outage or security risk, a link to the impacted environment, and your contact information. To receive severity 1 support at any time, email outage@khoros.com. ... View more

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 more

Question How can I activate/deactivate users to view and submit cases through the case portal? Answer To activate a case portal user, please create a case by emailing support@khoros.com and mention that you want to ACTIVATE this user:  Full Name Title Email Address Phone Number Khoros Community Username (the user must be registered on this community first) Community and/or Account   To deactivate a case portal user, please create a case by emailing support@khoros.com and mention that you want to DEACTIVATE this user:  Full Name Email Address Khoros Community Username (link to profile is preferred) Community and/or Account ... View more

  To continuously improve our products and services, Khoros reserves specific, low traffic windows to perform maintenance to your Khoros product. Examples of maintenance that might be performed include (but are not limited to): Version upgrade to the latest release Configuration of requested feature Deployment of a bug patch/fix to existing version Khoros Communities Region Pacific Time UTC (Standard) UTC (Daylight) AMER Tues/Thur 11:59:59 PM - 04:00 AM Wed/Fri 08:00 AM - 12:00 PM Wed/Fri 07:00 AM - 11:00 AM EMEA Tues/Thur 04:00 PM - 08:00 PM Tues/Thur 11:59:59 PM - 04:00 AM Tues/Thur 11:00 PM - 03:00 AM APAC Wed/Fri 08:00 AM - 12:00 PM Wed/Fri 04:00 PM - 08:00 PM Wed/Fri 03:00 PM - 07:00 PM   Khoros Care Region Pacific Time UTC (Standard) UTC (Daylight) AMER Tues/Wed/Thur 10:00 PM - 02:00 AM Wed/Thur/Fri 06:00 AM - 10:00 AM Wed/Thur/Fri 05:00 AM - 09:00 AM EMEA Tues/Wed/Thur 04:00 PM - 08:00 PM Tues/Wed/Thur 11:59:59 PM - 04:00 AM Tues/Wed/Thur 11:00 PM - 03:00 AM APAC Tues/Wed/Thur 10:00 AM - 02:00 PM Tues/Wed/Thur 06:00 PM - 10:00 PM Tues/Wed/Thur 05:00 PM - 09:00 PM   Khoros Marketing The Marketing platform undertakes routine system maintenance on Saturdays and Sundays at 09:00 UTC which equals: 05:00 EST (US Eastern) 19:00 AEST (Australia) 14:30 IST (India) In exceptional cases, maintenance might be performed on a weekday.   * Standard = UTC time during Standard time * Daylight = UTC time during Daylight Savings time * You can look up the specific conversion to your timezone * Maintenance windows cannot be customized. ... View more