The Higher Logic Customer Support ticketing system allows customers to choose a business impact (High, Medium, Low) when creating a Support case. It's helpful for Support staff to know how customers feel the issue is impacting their business. The business impact options are described in the table below.
NOTE: The priority of a case is ultimately determined by the Customer Support Team using the following guidelines.
Priority levels & response times
The Higher Logic Customer Support ticketing system allows customers to choose a Business Impact (Urgent, High, Medium, or Low) when creating a Support case. This is designed to help our Support staff understand how customers feel the issue is impacting their business, but it does not set the priority level for the case.
NOTE: The priority level of a case is ultimately determined by the Customer Support Team using the following guidelines.
The following table details our priority levels and promised response times.
| Priority Level | Description | Time to First Response | Availability |
|---|---|---|---|
| Critical (Urgent) |
Core system is down; users across multiple customer sites cannot access system; severe performance degradation; a major security incident that resulted in unplanned down time. | Posted to status.higherlogic.com; targeting 30-minute follow-ups or mutually agreed upon follow-ups until resolved | 24x7 Real-Time System Monitoring |
| Major (High) |
Failure in a subsystem or primary function of the product and there isn't a workaround. | 2 hours | Monday–Friday 8:00am–7:00pm ET 8:00am–4:00pm AEST * |
| Moderate (Medium) |
Failure in a subsystem or primary function of the product but a workaround is available. Failure in a secondary function. |
1 business day | Monday–Friday 8:00am–7:00pm ET 8:00am–4:00pm AEST * |
| Minor (Low) |
A minor or cosmetic problem with minimal impact. All general inquiries. |
3 business days | Monday–Friday 8:00am–7:00pm ET 8:00am–4:00pm AEST * |
* Customer Support for High, Medium, and Low priority levels is not available on U.S. or Australian observed holidays.
NOTE: For High and Critical priority requests, the US- and AU-based support teams will assist during off hours to expand the coverage listed above.
Priority level adjustments
The priority level that a customer selects when submitting a case is subject to adjustment by Customer Support 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 downgrade the case to Low priority (unless a reasonable justification is provided) because the issue does not impact functionality.
NOTE: If the priority level of your case is downgraded, a Customer Support Specialist will notify you of the reason.