Security Related Support

Higher Logic takes concerns regarding the security of your data very seriously. We have outlined specific methods on how to contact our support team in the event of a security-related issue. 

Security-related issues could include: 

- Vulnerabilities/Bug Reporting

- Security Events/Incident Reports

- Security Documents Requests

Vulnerabilities/Bug Reporting

If you think you have identified a security-related vulnerability or bug that could put your data at risk, we ask that you submit a support ticket via our Support Center:

1. Navigate to HUG
2. Log-in with your email/password combination, or create an account if needed
3. After logging in, click Support
4. Click Create a Case
5. Choose the corresponding Product
6. In Area of Inquiry, choose Security - Vulnerability/Bug Report
7. Fill out the required form

This will submit a ticket to our support team and will be reviewed. A member of our team will reach out after initial discovery for more information. 

Security Events/Incidents 

Events where the security and/or privacy of your data might be compromised are of the utmost priority. These kinds of events can take many forms, some include:

• Suspicious logins or activity on the account
• Configuration settings changed without authorization
• Known compromise of user account that has resulted in unauthorized access or data loss

If any of the above have taken place within your product, follow the steps below to submit a support ticket to our team:

1. Navigate to HUG
2. Log-in with your email/password combination, or create an account if needed
3. After logging in, click Support
4. Click Create a Case
5. Choose the corresponding Product
6. In Area of Inquiry, choose Security - Security Event/Incident Report
7. Fill out the required form

To find out more about our Incident Response process, please see Higher Logic DPA, section 11, page 37

Security Documents Request

In the event you require documentation from Higher Logic such as our Security & Privacy datasheet, SOC 2 Type 2, ISO 27001, etc, those can be be requested through our Support team. 

1. Navigate to HUG
2. Log-in with your email/password combination, or create an account if needed
3. After logging in, click Support
4. Click Create a Case
5. Choose the corresponding Product
6. In Area of Inquiry, choose Security - Security Documents Request
7. Fill out the required form