TreyW
Khoros Alumni (Retired)
Joined 16 years ago
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Khoros Maintenance Windows
To enhance operational efficiency, we are standardizing our maintenance windows across all products effective May 20th 2024. Studio Self Publish for Community will now remain operational during maintenance hours, for continuous delivery and deployment flexibility. 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 All Products Region UTC AMER 08:00 AM - 12:00 PM APAC 04:00 PM - 08:00 PM EMEA 11:00 PM - 03:00 AM (+1 day) For ease of reference, here are the local Pacific times and Indian times for each region: Region Pacific Daylight Time (PDT) Pacific Standard Time (PST) Indian Standard Time (IST) AMER 01:00 AM - 05:00 AM 12:00 AM - 04:00 AM 01:30 PM - 05:30 PM APAC 09:00 AM - 01:00 PM 08:00 AM - 12:00 PM 09:30 PM - 01:30 AM (+1 day) EMEA 04:00 PM - 08:00 PM 03:00 PM - 07:00 PM 04:30 AM - 08:30 AM * 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. Change windows are set times when planned, no downtime changes are permitted. These changes are scheduled and communicated via the release calendar. By adhering to a set schedule, updates become predictable and manageable. These changes have traditionally not fallen under Maintenance Windows as there is no downtime. By providing visibility into Change Windows and prescribing regularly scheduled times and dates we can deploy with confidence and keep customers informed. Service Day UTC EST IST Core Platform Services Mon 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM CRM Services Mon 10 AM - 3 PM 5 AM - 10 AM 3:30 PM - 8:30 PM Automation and Bot Services Tue 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM Messaging and Governance Services Tue 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM Marketing Services Wed 10 AM - 3 PM 5 AM - 10 AM 3:30 PM - 8:30 PM Analytics Services Wed 12 PM - 5 PM 7 AM - 12 PM 5:30 PM - 10:30 PM43KViews19likes14CommentsKhoros Support Hours & Observed Holidays
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 2024 Americas New Year’s Day (observed) January 1 Martin Luther King Jr. Day January 15 President’s Day February 19 Spring Holiday March 29 Memorial Day May 27 Juneteenth (observed) June 19 Independence Day July 4 Labor Day September 2 Thanksgiving Day November 28 Day after Thanksgiving November 29 Christmas Eve (observed) December 24 Christmas Day (observed) December 25 New Year's Eve (observed) December 31 EMEA New Year’s Day (observed) January 1 Good Friday March 29 Easter Monday Bank Holiday April 1 May Bank Holiday May 6 Spring Bank Holiday May 27 Juneteenth (observed) June 19 Summer Bank Holiday August 26 Christmas Day (observed) December 25 Boxing Day December 26 APAC New Year's Day January 1 Uttarayana Punyakala / Makara Sankranti January 15 Republic Day January 26 Good Friday March 29 Ugadi April 9 Khutub E-Ramzan April 11 May Day May 1 Juneteenth (observed) June 19 Independence Day August 15 Gandhi Jayanti October 2 Deepavali (Observed) October 31 Kanataka Rajyotsava November 1 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 anyseverity 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.30KViews8likes4CommentsCases Activation and Deactivation
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 Account5.8KViews0likes2CommentsHow many users are we entitled to get access to the Case Portal?
Question How many users are we entitled to get access to the Cases area? Answer Standardcustomers are allotted 5 case portal seats. Premiumsupport 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.6.2KViews2likes2CommentsRe: Migrating Mailing List or Distribution Group to Lithium Forum
Hi ericnute, I'm not aware of any way this is possible out of the box. I would suggest you reach out to our Professional Services team for a custom engagement. I have also moved this post to Dev Nation for better exposure.107Views0likes1CommentRe: Invite form component
Hi JC, Welcome to Lithium! Sounds like this is an issue with placing a component on a page it won't work on. That component should only work on the InvitePage and it unfortunately won't work on a custom page. We're actually working on implementing a better way to let you know when a component won't play nice on a quilt instead of the current situation (exception).191Views2likes3Comments