What is Lithium's Bug Process?
Lithium handles all incoming issues through our Support team. Our article on how to report an issue is available here.
During the triage and troubleshooting process, Lithium may identify a particular issue as a bug within the system. At this juncture, we notify affected customer(s) with as much information as possible and that the issue has been identified as a bug.
Our support team continues to be the primary point of contact for you and we leave the case open until the bug has either been resolved (after confirmation with the customer), deferred, or identified as a ‘won’t fix’. As a SaaS company, Lithium is not always able to commit to resolving certain bugs. However, we do commit to provide communication as quickly as possible. In addition to this, we may defer a bug to an indefinite date when a specific feature comes up for rewrite.
Throughout the lifecycle of an open bug, Lithium support continues to communicate the current status as best as possible along with any confirmed timelines. Initially, Lithium does not commit to specific timeframes for bug fixes, but when the issue is clarified or placed on a Sprint for completion we will be able to provide a date for the release that the bug will be in.
Here are a few reasons why we're unable to specify timeframes when addressing bugs:
Our bug-vetting process is thorough, complex and in-depth. This is a simplification of our process — but bugs are first triaged, then they're categorized as potential fixes based on a ranking of criteria:
The complexity of the issue
How widespread the issue is
How many similar issues to this have been reported and are sitting in the backlog, etc.
In addition to our bug-vetting process, we also have to take into account:
Any overlapping fixes or new features that have been checked into a pending release
Any overlapping fixes or new features that are in an upcoming future release
How this issue integrates into our overall QA process to prevent recurring issues
When we take all of these factors into account, it becomes impossible for us to provide an initial timeframe even on something that may appear to be a simple fix.
In all cases, Lithium partners with our customers to understand business impact which helps us prioritize issues across our customer base in a more effective manner. For customers that have Premium support, this is completed through the Technical Account Manager.
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 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
Browser and OS
Username, Roles, or Ranks
When asking a question or making a request to Lithium Support, please provide the following information:
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.
What is my community IP address?
Will it always remain the same or is there a range it will stay in? Can I create a DNS entry to point our community to the IP address?
The IP address of your community can be found by pinging the address via command prompt. You can do this by performing one of the following:
ping commid.lithium.com (where commid is your community ID)
nslookup commid.lithium.com (where commid is your community ID)
Will it always remain the same or is there a range it will stay in?
Your community's IP address is subject to change.
Below you will find our IPv4 address space for each of our data centers:
AMER IPv4 address space: 220.127.116.11/22
EMEA IPv4 address space: 18.104.22.168/23
If you're unsure which data center you're located in, please contact Lithium Support.
Can I create a DNS entry to point our community to the IP address?
This is not recommended as the IP address is subject to change. While the IP will always fall within the range noted above, the proper method is to create the entry such that community.domain.com CNAME to commid.lithium.com
When should I escalate?
You should escalate when there is urgency involved in a support ticket. This would include issues such as, but not limited to, time constraints, SSL certificates expiring soon, or a major impaired function that does not qualify as a severity 1 issue (for example, outage level).
While we'll do our best to keep it to a minimum, there might be times when escalated issues could be deemed as not being a valid escalation. Additionally, the escalation feature is not designed to replace the outage alias. Any issue which qualifies as being of outage severity should continue to go through the standard outage process of emailing email@example.com or setting the case severity to "1".
How do I escalate a support case?
After a case has been created, you'll can escalate it in the event there's urgency involved. Simply open the desired support ticket within the Case Portal and click Escalate Case located under the case details near the bottom left-hand corner.
A new form displays along with some details and instructions. On that form, provide a summary of why the case needs to be escalated to an Escalation Manager for review within 4 business hours.
After you've filled out the escalation summary and submitted the request, an alert is sent to an Escalation Manager for review. An Escalation Manager will review the request and reply directly in the case you escalated with a decision or plan of action.
What if I'm not satisfied with the current escalation decision or progress?
Should you be unsatisfied with the results of your case escalation, you have the option to go up a higher level by clicking the "Escalate Case" button again. When the "Escalate Case" button is used again, you'll be presented with a different form acknowledging the next-level escalation and again requesting you provide an explanation around the reason for escalating again / higher. Once submitted, an Escalation Manager will review the request and respond directly within the escalated case.
You can perform this process multiple times. The higher the escalation, the more members of Leadership or Management will be involved. Here's a breakdown of the various levels and what occurs:
Level 1: The case is escalated to a team of Escalation Managers, who will review and reply in the case.
Level 2: The case is escalated to the Escalation Managers, Support Management and your account's Customer Success Manager (CSM), but the Escalation Managers will review and respond.
Level 3: All of the previous manager groups from Level 2 are alerted, but in addition the Regional Senior Management is also included and will personally review and reply to your case.
Level 4: All of the managers from Level 3 are alerted, but VP of Support is also alerted. The VP will review and reply directly to the case. A full root cause analysis will be completed to understand why this case needed an escalation to this level.
When are Lithium's Maintenance Windows?
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
11:59:59 PM - 04:00 AM
08:00 AM - 12:00 PM
07:00 AM - 11:00 AM
04:00 PM - 08:00 PM
11:59:59 PM - 04:00 AM
11:00 PM - 03:00 AM
08:00 AM - 12:00 PM
04:00 PM - 08:00 PM
03:00 PM - 07:00 PM
Lithium Social Response and Social Publishing
10:00 PM - 02:00 AM
06:00 AM - 10:00 AM
05:00 AM - 09:00 AM
04:00 PM - 08:00 PM
11:59:59 PM - 04:00 AM
11:00 PM - 03:00 AM
10:00 AM - 02:00 PM
06:00 PM - 10:00 PM
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.
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!
Access the Case Portal
Create a new case
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 firstname.lastname@example.org and provide the following information:
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.
Go to the Lithium Case Portal page to view all open/resolved cases that you personally created.
Case Status Definitions
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: 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.
How can I activate/deactive users to view and submit cases through the case portal?
Note: Customers under the Silver support tier will not have access to any case portal users. For a breakdown of each tier, refer to our support data sheet.
To activate a case portal user, please create a case by emailing email@example.com and mention that you want to ACTIVATE this user:
Lithium 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 firstname.lastname@example.org and mention that you want to DEACTIVATE this user:
Lithium Community Username (link to profile is preferred)
Community and/or Account
How many users are we entitled to get access to the Cases area?
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.
Hours of Operation
Lithium Customer Support operates Monday to Friday, 9AM-5PM local time (excluding published holidays)
Observed Holidays for 2018
New Year’s Day
Day after Thanksgiving
Christmas Eve (observed)
New Year’s Day
Easter Monday Bank Holiday
Early May Bank Holiday
Spring Bank Holiday
Summer Bank Holiday
New Year’s Day
Chinese New Year (Day 1)
Chinese New Year (Day 2)
Hari Raya Puasa
Hari Raya Haji
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 email@example.com.
What is a mid-day restart?
Sometimes we receive configuration change requests where we're required to make the change/s as soon as possible, as opposed to waiting until the next maintenance window (see the maintenance window TKB for reference).
We usually specify that we can do these out-of-window deployments for a mid-day restart (mid-day PST usually unless otherwise specified by the customer).
These restarts are usually no different to regular studio pushes where the downtime for the deployment to take effect can be anywhere from 1-15 minutes. However, we also require explicit approval from customers that we can go ahead with scheduling the restart - especially during business hours. Please keep this in mind whenever you need to schedule something urgent.
If you have further questions about deployment out-of-window, please contact support and we will promptly address your questions.
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 firstname.lastname@example.org.
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?
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?
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 email@example.com.
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!
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?
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!).
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.
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.
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!
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!
Lithium Customer Support has sent me an invitation to Box.com that is related to my support case, how do I access the file?
The Lithium Customer Support team utilizes Box.com to share large files with customers, or files that contain sensitive information. If you need to access Box.com, you can take the following steps:
Click on the link to view the file on the E-Mail from Box that you received.
You will be redirected to a page on Box.com, click on the link that says Not part of Lithium Technologies?. The screen should look like this:
If you have an existing Box.com account with the E-Mail address Support has shared to, please enter your credentials on this screen to sign in. Once authenticated, you should be able to access the file Support has shared. At this point you should have access to the file and do not need to complete the rest of the steps. If you do not have an existing Box.com account, click the link in the top right hand corner that says Sign Up. This screen should look like this:
You will be redirected to a page with pricing options, click on the link for Individual Plans, and then click Sign Up under the "Individual" heading. Those two screens will look like this:
You will be redirected to a registration form, fill in the details using the E-Mail address that Support shared the file to. Once this step is completed, you should be able to access the file that Support has shared.
If you have any issues accessing the file(s) that were shared to you, please let your Lithium Customer Support representative know.