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 2020 Americas New Year’s Day January  1 Martin Luther King Jr. Day January 20 President’s Day February 17 Good Friday April 10 Memorial Day May 25 Independence Day July 3 Labor Day September 7 Thanksgiving Day November 26 Day after Thanksgiving November 27 Christmas Eve (observed) December 24 Christmas Day December 25 New Year's Eve December 31   EMEA New Year’s Day January 1 Good Friday April 10 Easter Monday Bank Holiday April 13 Early May Bank Holiday May 8 Spring Bank Holiday May 25 Summer Bank Holiday August 31 Christmas Day December 25 Boxing Day December 28   APAC New Year’s Day January 1 Makar Sankranti January 15 Holi March 10 Ugadi March 25 Good Friday April 10 Labour Day May 1 Bakrid July 31 Gowri Ganesha August 21 Mahatma Gandhi Jayanti October 2 Dussehra October 23 Diwali November 13 Christmas Day 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 Note: Customers under the Silver support tier will not have access to any case portal users. For a breakdown of each tier, refer to our support data sheet.   To activate a case portal user, please create a case by emailing support@lithium.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@lithium.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