What is a Severity 1 incident?
A Severity 1 incident is a situation where the application is essentially rendered useless and prevents all, or the majority, of users from accessing or using the application for its primary purpose.
Community - Severity 1 Definition
At least 50% of users are experiencing one or more of the following problems:
Note: Any of the same issues happening only on the stage community would not classify as a Severity 1 incident. In these situations, a normal Support ticket should be filed via the case portal.
Khoros Care - Severity 1 Definition
Khoros Marketing - Severity 1 Definition
Who do I contact if there's a Severity 1 incident?
What information should I provide?
When reporting and outage, to expedite turnaround time please provide the following:
What is your Service Level Agreement (SLA) on Severity 1 incidents?
Support on severity 1 incidents is available 24 hours a day, 7 days a week, including published holidays.
We guarantee a 15 minute initial response for Standard and Premium Support.
Do you have a server status page to check for real-time updates?
My contract says ....
Your contact overrules the statements in this document. This outlines our standard expectations and commitments, however customers with increased or grandfathered support offerings may have different contractual agreements.
Hi Support Team,
Can we have a WebEx session to discus the severity 1 incident process? Since our IT team will support Cisco's Help Zone in coming weeks, we like to know on how to contact you via email, paging or other maintenance activities.
Feel free to reach out to me for any questions.
Thanks
Hi Tony,
Thank you for your post. I am the Customer Success Director for Cisco. I will connect you with the Technical Account Manager for Cisco via emails.
Wilson
Is the email address listed for outages still correct (outage@lithium.com) or is it now [at]khoros.com?
What is a Severity 1 incident?
A Severity 1 incident is a situation where the application is essentially rendered useless and prevents all, or the majority, of users from accessing or using the application for its primary purpose.
Community - Severity 1 Definition
At least 50% of users are experiencing one or more of the following problems:
Note: Any of the same issues happening only on the stage community would not classify as a Severity 1 incident. In these situations, a normal Support ticket should be filed via the case portal.
Khoros Care - Severity 1 Definition
Khoros Marketing - Severity 1 Definition
Who do I contact if there's a Severity 1 incident?
What information should I provide?
When reporting and outage, to expedite turnaround time please provide the following:
What is your Service Level Agreement (SLA) on Severity 1 incidents?
Support on severity 1 incidents is available 24 hours a day, 7 days a week, including published holidays.
We guarantee a 15 minute initial response for Standard and Premium Support.
Do you have a server status page to check for real-time updates?
My contract says ....
Your contact overrules the statements in this document. This outlines our standard expectations and commitments, however customers with increased or grandfathered support offerings may have different contractual agreements.
What is a Severity 1 incident?
A Severity 1 incident is a situation where the application is essentially rendered useless and prevents all, or the majority, of users from accessing or using the application for its primary purpose.
Community - Severity 1 Definition
At least 50% of users are experiencing one or more of the following problems:
Note: Any of the same issues happening only on the stage community would not classify as a Severity 1 incident. In these situations, a normal Support ticket should be filed via the case portal.
Khoros Care - Severity 1 Definition
Khoros Marketing - Severity 1 Definition
Who do I contact if there's a Severity 1 incident?
What information should I provide?
When reporting and outage, to expedite turnaround time please provide the following:
What is your Service Level Agreement (SLA) on Severity 1 incidents?
Support on severity 1 incidents is available 24 hours a day, 7 days a week, including published holidays.
We guarantee a 15 minute initial response for Standard and Premium Support.
Do you have a server status page to check for real-time updates?
My contract says ....
Your contact overrules the statements in this document. This outlines our standard expectations and commitments, however customers with increased or grandfathered support offerings may have different contractual agreements.