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
The following table details our priority levels and promised response times.
| Priority | Description | Time to First Response | Availability |
|---|---|---|---|
| Priority 1 (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 |
| Priority 2 (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 * |
| Priority 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 | Monday–Friday 8:00am–7:00pm ET * |
| Priority 4 (Low) |
A minor or cosmetic problem with minimal impact. All general inquiries. |
3 business days | Monday–Friday 8:00am–7:00pm ET * |
* Customer Support for priority levels 2, 3, and 4 is not available on Higher Logic U.S. observed holidays.
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.