The Customer Support Team is your point of contact for questions, supplementary resources, and support-related issues. Higher Logic's core support is the foundation of the Customer Support Team's operations and its guide to managing and resolving customer issues.
Core Support includes
Higher Logic's core support includes:
- Bug fixes
- Front-end troubleshooting
- Back-end troubleshooting
- Task orders (refer to Task orders, below)
- Responses to "how to" questions
TIP: Be sure to use the search feature of our Support Center knowledge base before submitting a "how to" question ticket.
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.
Core Support does not include
Higher Logic's core support does not include troubleshooting and/or fixing:
- Custom CSS
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.
Task Orders are:
- Integration changes
- Custom report requests
- Restoring any of the following that was accidentally deleted:
- a site, site navigation, site content
- a community, community content, 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.