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Support Information

Find general information and information about Lithium Support team policies and procedures here.
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Question When are Lithium's Maintenance Windows?  Answer   In order to continuously improve our products and services, Lithium reserves specific, low traffic windows to perform maintenance to your Lithium product.   Examples of maintenance that may 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 Lithium Community/JX Community Region Pacific Time UTC (Standard) UTC (Daylight) AMER Tues/Thur 11:59:59 PM - 04:00 AM Wed/Fri 08:00 AM - 12:00 PM Wed/Fri 07:00 AM - 11:00 AM EMEA Tues/Thur 04:00 PM - 08:00 PM Tues/Thur 11:59:59 PM - 04:00 AM Tues/Thur 11:00 PM - 03:00 AM APAC Wed/Fri 08:00 AM - 12:00 PM Wed/Fri 04:00 PM - 08:00 PM Wed/Fri 03:00 PM - 07:00 PM   Lithium Social Response and Social Publishing Region Pacific Time UTC (Standard) UTC (Daylight) AMER Tues/Wed/Thur 10:00 PM - 02:00 AM Wed/Thur/Fri 06:00 AM - 10:00 AM Wed/Thur/Fri 05:00 AM - 09:00 AM EMEA Tues/Wed/Thur 04:00 PM - 08:00 PM Tues/Wed/Thur 11:59:59 PM - 04:00 AM Tues/Wed/Thur 11:00 PM - 03:00 AM APAC Tues/Wed/Thur 10:00 AM - 02:00 PM Tues/Wed/Thur 06:00 PM - 10:00 PM Tues/Wed/Thur 05:00 PM - 09:00 PM    * Standard = UTC time during Standard time  * Daylight = UTC time during Daylight Savings time  * For a specific conversion to your timezone, refer here.  * Please note that these maintenance windows cannot be customized.
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by Lithium Technologies TreyW Lithium Technologies 05-01-2012 08:43 AM
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In 2018 Lithium is moving all customer sites to SSL encryption (HTTPS) to safeguard customer data.  HTTPS encrypts all data passed between the end user and your community.  Lithium is ready to work with you to enable, test, and deploy a SSL certificate, to bring your community to full HTTPS delivery. We will also be sending out email notifications to our customers over the next month and a half as a reminder on this.    These changes will result in:   all pages/resources will be served over HTTPS in production all pages/resources will be served over HTTPS in stage requests for pages/resources/apis over HTTP will be redirected to their HTTPS equivalents Note that the steps below follow Lithium Standard SSL deployment. Access to Standard SSL deployment is included with existing customer licenses (is free).   To get started, we ask that you follow the following steps.   Open a support ticket: Please open a support ticket via the case portal so that the support team can begin the process. If you have a technical resource on your side who can assist, please be sure to include them on the CC list when creating the case. Certificate Procurement or Updates: If your community is not utilizing any form of SSL, Lithium Support will add your domain to the Lithium SAN SSL Certificate and prepare your community for HTTPS migration. If you already have SSL enabled but in partial mode, you’ll be transitioned over to full-site SSL. Studio Review (Plugin Layer): Lithium Support will review your plugin and attempt to convert any hard-coded community HTTP paths to either use a relative path or HTTPS. More complicated asset updates will be flagged and communicated to your technical contact or may need a services engagement.. Community Admin Updates: While Support will handle the plugin transition, you will need to handle any hard-coded paths contained within the Community admin panel. This includes the announcement sections and custom content modules. If you had a customization work done through Professional Services, you may have a Settings List Editor section in your admin that will also need to be updated if it contains any fields created for URL’s. Review on Staging: Once the plugin updates are completed and the certificate procured/updated, you will need to test and review your staging instance. If there’s any problems, please inform support. If there’s no problems, we’ll then move on to scheduling the changes for production: Schedule your Production Deployment: Support will coordinate with you a production HTTPS deployment during a normal maintenance period.   FAQ - Frequently Asked Questions Why is Lithium switching to HTTPS now? Major browser and search vendors are making changes to flag pages that are delivered over HTTP as 'not secure' after July 2018.  Obviously, this kind of message is not one you want associated with your brand.  HTTPS is also a factor in search engine ranking. It's presumed that search vendors  will add additional weight to HTTPS in their ranking formula this year.   What if part of my community is delivered over HTTPS already? For customers using "mixed mode", Lithium will work with you to enable full site HTTPS using the existing SSL certificate. The steps required on your part are identical for customers using mixed mode.   Can I wait? Not for much longer. Lithium is phasing out support for HTTP communities after 18.7, following best practices and maintaining our commitment to securing customer data.   Can I generate my own certificate? Contact support or your account team for alternative SSL certificate scenarios. Note that alternative scenarios generally carry a charge and require an engagement (SOW). We typically advise against this direction.    What about external domains? Anything hosted on the community will support HTTPS. However, any references to external domains will require that those domains be under SSL. If you’re using an external asset and the domain does not support HTTPS, we recommend that you upload the asset to your community via studio then update the reference code/URL.   What is a SAN SSL certificate? See the What is the SAN SSL certificate? Article.   What are the benefits of using SSL (HTTPS encryption)? See the Full HTTPS Encryption for all Communities article. Thank you for your time and we look forward to working with you to migrate you to HTTPS!
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by Lithium Technologies PhilippeM Lithium Technologies 04-09-2018 08:23 AM
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Contents Access the Case Portal Create a new case Managing cases Case status definitions View Support, Upgrade, and Contact Info   This article pertains to the Lithium Community's own implementation of the Case Portal feature, not the general implementation you might do on your own community.   If you prefer, you can check out these Case Portal videos: Accessing and using the Case Portal Update and Escalate cases Using the Case Portal as a Supervisor Access the Lithium Community Case Portal The support plan you purchased determines the number of Case Portal "seats" your organization can use: Platinum - 5 Case Portal seats Gold - 2 Case Portal seats Silver - N/A To get setup with access, email support@lithium.com and provide the following information: Full Name Email Address Lithium Community username Community or Lithium SMM environment After you get access to the Case Portal: Sign in to the Lithium Community. Find the Case Portal  link on the Community Home page or go to  Knowledge & Support > Case Portal). Create a New Case Click Create New Case. Fill out the form, including as much detail as possible (why?), attach screenshots, and Save your case.   The Lithium Support team will be in touch with you during standard business hours and within the SLA based on your support plan. Managing Cases Go to the Lithium Case Portal page to view all open/resolved cases that you personally created.  Case Status Definitions Open Statuses Lithium Researching: The case is under investigation - see comments from the Lithium Support team in the case itself for the latest status on this investigation Preparing for Deployment: The fix, task, or configuration is being prepped for production deployment by our Support Engineers. Scheduled for Deployment: The fix, task, or configuration is confirmed to be scheduled for production deployment by our Support Engineers during the next closest maintenance window. Bug Identified: The issue reported has been identified as a core product bug. An internal ticket has been filed with our engineering staff for further triage, investigation, and prioritization into the product roadmap for a potential fix. Lithium Support will update whenever there is news from Lithium Engineering - updates will likely be less frequent moving forward Fixed, Scheduled for Upgrade: The issue reported has been identified as a core product bug which has been determined to be resolved in a later version of the Lithium application. See comments from Lithium Support for specifics on when your environment is scheduled to receive the fix or upgrade. Lithium is Scoping Request: The case has been determined to be outside the capabilities of the product by default. **Note that any feature/enhancement requests should be routed to the Lithium Community Idea Exchange - Lithium Support does not keep these requests open. Pending Closure: The issue or request has been resolved or the question has been answered. **Note that you may comment in your case at any time should you need additional assistance. Action Needed Statuses Pending Your Response: The case is pending your response - we cannot move forward without a response from you or your team. Closed Statuses Closed:  This case has been closed. Note: You might need  reopen your case at any time should you need additional assistance. View Support, Upgrade, and Contact Info At the case portal home page, under the Case Portal menu on the right, select My Lithium Products. If you have more than one Lithium product, scroll through the page to the respective product to view information about it.   Depending on the product type, you can view a number of details about your Lithium Community or Lithium SMM environment. Useful information you can view here includes: Technical Account Manager & email address (Platinum Support) Maintenance window for your Lithium Community (refer here for specifics) Upgrade version and schedule for your Lithium Community Contact links associated with your environment A special note on the last bullet point, or the Community - Contact Link section - the list you see here displays members of your team / organization who we have associated with that particular environment. In this section, you'll be able to view who is on the two notification lists we offer (as described here) as well as view who has access to the other case portal seats allotted to your team members. To request additions, removals or make any changes, simply submit a new case and we'll update our records.  
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by Lithium Technologies JeffS Lithium Technologies 11-19-2014 07:20 AM
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So you've launched a subscription with one of our products and ran into an issue or have a question that you couldn't find the answer for on this community. Don't fret - we've got you covered! It's our mission to ensure your support experience is seamless and effortless.   If you've purchased the Gold or Platinum package and have access to the Case Portal, you might have noticed a lot of fields on the new case submission page. Why is all of this information necessary / required?   We understand that not everything you submit to us will merit this information. For example, if you have a simple request or a question, providing steps to replicate or describing the expected and actual behavior may not be relevant. However, the more information you can provide from the start, the faster your experience will be.   For all service request, whether to report a defect or simply a question, there are some fields that will help us solve for your query more effectively. Subject - Just a brief summary, a tweet if you will, about the request Description - Here's where your novel goes  with the entirety of the request Customer Priority - By default, this is "normal" but sometimes there's a High or Low priority request. These should be compared to your others, meaning 90% of your request would typically be "Normal" in priority.  Severity - These are contractual levels, but take a look at our Support Page for some definitions. This is a field you can't change once submitted, but our support team can if appropriate.   When reporting a defect or issue to Lithium Support, please provide the following information: URL of Lithium Product and/or URL(s) of where the problem occurs Steps to Reproduce Expected Behavior Actual Behavior Browser and OS Username, Roles, or Ranks  When asking a question or making a request to Lithium Support, please provide the following information:   Subject Description / Request / Question URL of Lithium Product    Providing the above will eliminate the chance for any confusion or unnecessary back-and-forth that may lengthen the time your case stays open.   On a final note, a picture is worth a thousand words - if you're able to attach screenshots to your case submission, it will be extremely helpful to the team in getting your case moved along even faster. And if a picture is worth a thousand words... a video is worth a million! If the issue you're experiencing is intermittent or rather involved, capture it on a quick video. There are several applications out there that offer video capturing of your screen - Jing is a great free tool to try and works on both PC and Mac.
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by Lithium Technologies JeffS Lithium Technologies 11-19-2014 07:13 AM
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Hours of Operation Lithium Customer Support operates Monday to Friday, 9AM-5PM local time (excluding published holidays)   Observed Holidays for 2018 Americas New Year’s Day January  1 President’s Day February 19 Memorial Day May 28 Independence Day July 4 Summer Holiday August 6 Labor Day September 3 Thanksgiving Day November 22 Day after Thanksgiving November 23 Christmas Eve (observed) December 24 Christmas Day December 25   EMEA New Year’s Day January 1 Good Friday March 30 Easter Monday Bank Holiday April 2 Early May Bank Holiday May 7 Spring Bank Holiday May 28 Summer Bank Holiday August 27 Christmas Day December 25 Boxing Day December 26   APAC New Year’s Day January 1 Chinese New Year (Day 1) February 16 Chinese New Year (Day 2) February 17 Good Friday March 30 Labour Day May 1 Vesak Day May 29 Hari Raya Puasa June 15 National Day August 9 Hari Raya Haji August 22 Deepavali November 6 Christmas Day 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 Lithium Support will be observing during 2018.   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@lithium.com.
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by Lithium Technologies TreyW Lithium Technologies 01-02-2014 01:24 PM
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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: Cannot access the production community Cannot post anywhere on the production community Cannot log in to the production community Extreme slowness (several seconds or minutes) to load nearly any page on the production community A major security risk or vulnerability   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 or by emailing support@lithium.com.   Lithium Social Web - Severity 1 Definition  No one can access or log in to Lithium Social Web Data is not coming in to Lithium Social Web for any one of the standard social integrations, i.e. Facebook, Twitter, Lithium Community, or Google+ No agent is able to send responses out to any one of the standard social integrations, i.e. Facebook, Twitter, Lithium Community, or Google+ Extreme slowness (several seconds or minutes) to load or respond to nearly all conversations A major security risk or vulnerability   Lithium Reach - Severity 1 Definition  No one can access or log in to Lithium Reach Extreme slowness (several seconds or minutes) to load or navigate the app Send Immediately functionality is not working at all A major security risk or vulnerability   Who do I contact if there's a Severity 1 incident?  Email: outage@lithium.com   What information should I provide?   When reporting and outage, to expedite turnaround time please provide the following:  Brief description and steps to replicate the issue Sample URL to where the issue can be seen (the home page is fine if no specific URL)   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. The most up-to-date SLA information can always be found at www.lithium.com/sla   Do you have a server status page to check for real-time updates? Yes: http://status.lithium.com/ Note: Lithium monitors all of its critical services both internally and through 3rd party services. This page reports on known infrastructure wide incidents affecting Lithium platform. If you're experiencing an availability or a performance issue that isn't shown on that page, please report it to outage@lithium.com.
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by Lithium Oracle Lithium Oracle 12-31-2013 03:22 PM
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Lithium Support tracks a notification list to always keep you and your team up to date on news about our product as well as specifics for your particular environment.   These notification lists are used for:   Lithium Community and/or LSW upgrade notifications Maintenance that falls outside of the standard maintenance windows Miscellaneous product updates   For notifications of any system-wide availability updates, potential issues with critical third party services (such as Facebook or Twitter) that we learn about, or any other mass outage of our platform, please subscribe directly to status.lithium.com via email or SMS.   If you purchased the Gold or Platinum support package and have access to the Case Portal, you can view the contacts and emails we have on file for each of these lists here.   Please create a case or email us any time to update either notification list and ensure members of your team/organization are notified of important updates!
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by Lithium Technologies JeffS Lithium Technologies 11-18-2014 11:18 AM
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We've updated the status page to provide more specific and targeted information regarding the topics that you care about. This allows us to also be more proactive in order to provide the necessary details to you, our customers, about what is occurring on our servers, APIs, or functionality within the product lines.  It is our goal to continue to improve this communication and we are happy to continue to receive feedback.   What's the URL? http://status.lithium.com/   What does this provide? You'll receive an email or SMS about new investigations, monitoring, or resolutions as they occur based on your preferences and selections.  It is  the best way to be proactively notified about any problems across the Lithium product lines.   Who should sign up? Anyone that's interested in keeping up to date about our infrastructure should be signed up.  This includes administrators, community moderators, SMM supervisors, or even agents who are expected to respond to customers! It is always great to know what is going on with the tools being used and this is the place to get that information.   Won't I get spammed? We update this page only for relevant information and you can select the subcategories to be notified about. By default, everything is checked but there may not be any need for you to be notified on a Community API if you're only using SMM in your business (even if we think you should use both!).     
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by Lithium Technologies PhilippeM Lithium Technologies 04-27-2017 06:39 AM
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We know that there are events that specific communities consider "major" for their business -- whether this is the Superbowl (top of mind at the moment!), Black Friday/Cyber Monday, a new product launch, a relaunch of your design, demo for executives or any one of a dozen other scenarios.  It is our goal to work with you to ensure that these are as seamless as possible.     Outages Lithium 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 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 via Premium Support 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.   The above applies to whether you're an SMM, Lithium Community or Lithium JX customer! 
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by Lithium Technologies PhilippeM Lithium Technologies 01-17-2018 10:06 AM
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