Higher Logic Support SLAs

  • Updated

Higher Logic is committed to providing the help you need to meet your business objectives and drive the most value from your Higher Logic solutions. Our mission is to create an excellent customer experience.

The Higher Logic Customer Support Team will now be your point of contact for questions, supplementary resources, and support-related issues.

The following information will help you navigate to our various resources and to receive support.

Where can I find answers about how something works?

Where can I find documentation on my Community or Marketing Automation product?

Check out these links to our re-designed Knowledge Base.

Be sure to visit our expanded Knowledge Base if you're working in our New Admin Experience.

TIP: Check out our What's New? page for links to product-specific information.

What if I am having trouble finding answers?

We encourage you to create a case clearly describing the issue on our Support Center or use the appropriate link below.

After a case is submitted, a member of our Customer Support Team will be happy to assist you.

Support severity levels

The following table details our severity levels and promised response times.

Severity Description Response
Severity 1 (Urgent) Core system is down; users cannot access system; severe performance degradation; or a major security incident that resulted in unplanned down time. 30 minutes – targeting 30-minute follow-ups or mutually agreed upon follow-up time frame until resolved
* Available 24x7x365
Severity 2 (High) Failure in a subsystem or primary function of the product and there isn’t a workaround. 2 hours – targeting 60-minute follow-ups or mutually agreed upon follow-up time frame until resolved
* Available Monday–Friday during standard Support hours (8:00am–6:00pm ET)
* Excludes Higher Logic U.S. observed holidays
Severity 3 (Normal) Failure in a subsystem or primary function of the product but a workaround is available. Failure in a secondary function. 1 business day
* Available Monday–Friday during standard Support hours (8:00am–6:00pm ET)
* Excludes Higher Logic U.S. observed holidays
Severity 4 (Low) A minor or cosmetic problem with minimal impact. All general inquiries. 3 business days
* Available Monday–Friday during standard Support hours (8:00am–6:00pm ET)
* Excludes Higher Logic U.S. observed holidays

What if there is an error, issue, or bug on my site?

You should create a case clearly describing the issue. A member of our Customer Support Team will be happy to assist you.

How do I log a case through the Support Center?

Use this link to create a case.

TIP: This link is also available at the top and bottom of every article page in our Knowledge Base.

What is included in Higher Logic's core support?

Higher Logic's core support includes bug fixes, front-end and back-end troubleshooting, task orders (refer to Task Orders below), and responses to "how to" questions.

NOTE: Due to the nature of bug fixes, troubleshooting, and task orders, they take precedence over "how to" questions.

NOTE: In addition, "tasks in bulk" (i.e., all manual-process tasks that will exceed 30 minutes of work time) will not be executed as core support, but could be situationally evaluated which may result in a task order.

What is not included in Higher Logic's core support?

Higher Logic's core support does not include troubleshooting and/or fixing custom CSS, HTML, and JavaScript.

Does Higher Logic ever re-classify the priority of a case?

Yes. The priority that a customer selects when submitting a case is subject to adjustment by Customer Support Team staff upon evaluating the case. For example, if a case reporting a typo on a page is marked as high priority, a member of the Customer Support Team might adjust the case to low priority (unless a reasonable justification is provided) because the issue does not impact functionality.

What can I do if I am not getting a response on a case?

First: Reply to the case email message and request an update.

Then: If you feel the need to escalate the case or are dissatisfied for any reason, send a message to CCsupport@higherlogic.com with the case number and your request. A member of the Customer Support Team will respond as quickly as possible.

What if my site is down and completely inaccessible?

Check that your internal internet connection is working and whether others within and outside your organization can access the site.

If your internet connection is working but you still cannot access the site, send a message to critical@higherlogic.com and one of our Customer Support, Development, or Executive Team members will contact you as soon as possible.

IMPORTANT: Use this email address ONLY if your site is inaccessible.

Task Orders

Task Orders are:

  • Integration changes
  • Custom report requests
  • Restoring any of the following that was accidentally deleted:
    • a site, site navigation, and site content
    • a community, community content, and community memberships

NOTE: There is a minimum charge of $400.00 for all task orders.

Each task order is evaluated based on the level of effort deemed necessary to satisfy the request. Unless otherwise indicated, the task order final cost will be provided to you and your approval is required before work begins.

NOTE: You will be required to digitally sign a statement of work for any task order that is estimated at $1,000.00 or more.

Helpful information

Bookmark these links so you have convenient access to them:

Encourage co-workers who will be working on your community site to sign up for a HUG account using their organizational email address so that they can receive these great resources, too.

Was this article helpful?
0 out of 0 found this helpful
Return to top

Can’t find what you’re looking for?

Create a Case