When you submit a case to Khoros, we do our utmost to ensure that your case is taken care of.
As an organization that is focused on customer satisfaction and success, our normal case update cadence for highly impacted customer support tickets is as follows:
Sev 1: Every 60 minutes or less, based on material updates Sev 2: Every 3 business days
These times may vary by contract, support tier, or agreed upon communication timeframes and may be adjusted based on operational needs.
If you experience wait times outside of these expectations, there are two options available to you:
You may contact your designated CSM and they will work with support leadership to review cadence concerns.
For cases that are Sev 2 or above, we would recommend escalating the Support ticket in question using these steps: https://community.khoros.com/t5/Support-Information/Escalating-Support-Cases/ta-p/411300
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