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:
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 during 2018.
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.
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