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?
- The first place you should check is our Higher Logic Users Group (HUG).
- You should also sign up for upcoming training webinars which are complimentary to all Higher Logic customers.
- You can view past training webinars.
- There are some really great and recommended resources for new HL Admins.
- You can post a question.
- Explore the wealth of knowledge that our staff and other customers have shared on HUG.
Where can I find documentation on my Community or Marketing Automation product?
Check out these links to our re-designed Knowledge Base.
- Customer Support Information
- Online Community Knowledge Base
- Marketing Automation Professional (powered by Informz) Knowledge Base
- Marketing Automation Enterprise (powered by Real Magnet) Help Documentation
- Socious Help Documentation
- Workspace Help Documentation
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.
- Online Community: support@higherlogic.com
- Marketing Automation Enterprise (powered by Real Magnet): RealMagnetSupport@higherlogic.com
- Marketing Automation Professional (powered by Informz): InformzSupport@higherlogic.com
- Workspace: workspacesupport@higherlogic.com
- Socious Online Community: support@higherlogic.com
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 | Time to First Response | Availability |
|---|---|---|---|
| Severity 1 (Urgent) | Core system is down; users across multiple customer sites 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 | 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 (8:00am–12:00am 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 (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 (8:00am–6:00pm ET) Excludes Higher Logic U.S. observed holidays |
* Severity is determined by the Customer Support Team using these guidelines. If your issue is reduced from Urgent to High, you will receive a notification detailing the reason.
How can I tell if there is a system wide issue?
Coming soon: A public facing Higher Logic Status page that will clearly show any suspension of service or issues we are actively working on.
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.
Please review the Helpful information section below to ensure a faster resolution.
How do I log a case through the Support Center?
Use this link to create a case.
TIP: This link is available at the top and bottom of every article page in our knowledge base.
Helpful information
When you create a ticket, include as much information as possible so that the Customer Support Team can quickly assess the issue to better help you. Below are a few things that can help us help you.
Summary - Provide a clear and concise summary of the issue in the Subject line.
Description - Use the Public reply section to provide more details about the issue. Some information to include:
- Location of the Issue (a link to the page where the issue is occurring, pagecode, control name)
- Issue Summary (one sentence, if possible)
- Browser (list any browsers in which the issue is present)
- Steps to Replicate (what you were doing up to when the issue occurred)
- Other Relevant Information (list any other URLs, test/temporary credentials, etc. that will allow us to replicate the issue)
These are some examples of helpful information. We encourage the inclusion of any additional information that you think might be useful in diagnosing and correcting the issue.
TIP: Feel free to copy-and-paste the above items into the ticket and then provide the relevant details.
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 links
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 access these great resources, too.