PhilippeM
Khoros Alumni (Retired)
Joined 10 years ago
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Outbound Messaging Publication Approval Service Degradation update
On October 1, the Khoros outbound message publication approval service experienced a degradation of service, causing outbound message publication to be severely delayed and, in some cases, abandoned to an error state. We are now moving from monitoring to an operational status, but wanted to provide more insight to the underlying issue in this post.Working with Khoros during Major Events
We know that there are events that specific communities consider "major" for their business -- whether this is the Superbowl , Black Friday/Cyber Monday, a live event, a new product launch, a relaunch of your design, a demo for executives, or any one of a dozen other scenarios, it is our goal to work with you to ensure that events are as seamless as possible. Outages Khoros is committed to ensuring that you are supported 24/7/365 on any outages. We have a comprehensive guide to outages and information about our general status page available for you to take a look at, but the summary of this is that if you or your customer's are down or unable to work, let us know and we'll quickly take a look to see what's going on! You can always keep up to date on our status page where we do our best to provide insight to outages impacting multiple customers. Being Proactive Assuming you know ahead of time that you have a major event coming up, please let us know as early as possible - at least a week - if not more - is ideal! Although we have monitoring in place to help mitigate issues as best as possible, the best situation is where we can proactively review allocated resources, your server side setup, and make sure that there simply aren't any issues! Reaching Out If you have a Technical Account Manager or CSM, please make sure that they and Support are aware of your impending event so that they can pay attention to it. If you don't, don't despair! Open a support case letting our team know that you have an event coming, what the date and time of it is and that you'd like us to take a look to see if there's anything that needs to be done to help prevent an impact on you or your customers. If you can add Proactive to the case subject, it'll help us organize the solution as well. Depending on need and contracted level of support, this may require some additional conversations to figure out what is necessary to help you be successful. The above applies to whether you're a Care, Communities, Marketing, or JX customer!Re: Segregate notifications and RSS feeds for status.khoros.com by product
jeffshurtliff , apologies for the delay in responding! Two different answers/points for you related to status.khoros.com Email / SMS We do our best to standardize on information that can be provided effectively. The challenge is that when there are changes, it appears that people are automatically subscribed to a new component rather than undercommunicating. What this means is that long time subscribers, such as yourself, may receive information that is no longer relevant. The way to "fix" this is to revisit the page and 'resubscribe' under your email/phone number. This will give you a page that you can chose the components you're interested in and unsubscribe to those that you're not. RSS Regretfully, I'm not aware of how to do this leveraging the platform that we use (status.io) for status page notifications. I'll try to find a helpfile on it, but reviewing their KB as well as looking at the way that their RSS feed structure is setup, it's simply lumped together without any way to parse out the various components. Hopefully that helps. If not, let me know and I'll try to answer more.Khoros Support Contingency Plan
Khoros is committed to providing ongoing coverage regardless of natural disaster or crisis (regional or global). Our customers need to be able to work with our team regardless of the situation or region. Therefore, our support organization is prepared and built with redundancy to absorb any short term impact from unpredictable causes. In the event that any individual Khoros office is impacted by a threat that results in the actual or effective shutdown of said office--for example, from potential Coronavirus impacts--we have the following contingencies in place for all products and levels of support, including Technical Account Management, Severity 1 Outage, and standard support: Regional Coverage Support is located in a number of locations including Austin, Bangalore, London and Portland. Any location may be called up to work 24/7/365 to cover for an office that is impacted. Remote Staffing In addition to our office locations, we have remote staff members that can be deployed to work 24/7/365 to augment existing offices. Work From Home All locations are empowered to immediately enact a temporary work from home policy, allowing our entire support staff to continue to work with limited impact. We will continue to evaluate the need for any additional contingencies based on business or customer requirements.
