TreyW
Khoros Alumni (Retired)
Joined 17 years ago
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Khoros 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 2025 Americas New Year’s Day (observed) January 1 Martin Luther King Jr. Day January 20 President’s Day February 17 Spring Holiday April 18 Memorial Day May 26 Juneteenth June 19 Independence Day July 4 Labor Day September 1 Thanksgiving Day November 27 Day after Thanksgiving November 28 Christmas Eve December 24 Christmas Day December 25 New Year's Eve December 31 EMEA New Year’s Day January 1 Good Friday April 18 Easter Monday April 21 May Bank Holiday May 5 Spring Bank Holiday May 26 Juneteenth June 19 Summer Bank Holiday August 25 Christmas Day December 25 Boxing Day December 26 APAC New Year's Day January 1 Australia Day January 27 Good Friday April 18 Easter Monday April 21 Anzac Day April 25 King's Birthday June 9 Juneteenth June 19 Bank Holiday August 4 Labour Day October 6 Christmas December 25 Boxing Day December 26 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.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 PMCases 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 AccountHow 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 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.Re: 13.7 Release Notes
Hi Sophie Yes, 13.7 is available for upgrade. You should be notified through our mailing list of your upgrade date. If you have not received this notification or would like to request that your date be moved up, please file a case with Lithium Support. Hi Paul-Fitzp You can see your tentative upgrade date by visiting Cases > Communities > Selecting the Community you are referencing > View "Community Upgrade Status". If there are no dates listed, it means your community either isn't being upgraded at this time, was recently upgraded or has not yet been placed on the schedule. For more information, please file a case with Lithium Support.
