As an additional benefit to our Community Strategy & Management and Community Advisory Services customers, we are pleased to offer our Higher Logic Premier support package.
What is Premier support?
This exclusive service provides these customers with:
- A designated Higher Logic point of contact for issue oversight and advocacy who possesses knowledge of the technicalities associated to a customer’s specific community site.
- An enhanced response service-level agreement (SLA).
- A support check-in call every two weeks to review outstanding cases.
- Priority case-routing to ensure that complex issues are routed to appropriate personnel for faster resolution time.
- A monthly open report.
Support package comparison
| Standard Support | Premier Support | |
|---|---|---|
| Higher Logic Users Group | ||
| 24x7 Platform Monitoring | ||
| Online Knowledge Base | ||
| Phone Support | Monday to Friday 9 AM to 5 PM ET |
Monday to Friday 9 AM to 5 PM ET |
| Case & Email | Unlimited | Unlimited |
| Target Response Time | 3 business days | 1 business day |
| Named Primary Support Contact | ||
| Priority Case Routing | ||
| 2x Monthly Check-in Calls |
Subscriber's responsibilities
- Subscriber will leverage the Support Center Knowledge Base as needed.
- Subscriber will submit support tickets for their organization. Higher Logic will have the Subscriber's account set up as a Premier Support account in our systems and will route the case to the Premier Support Representative.
Assumptions
- Higher Logic Premier Support provides governance and increased responsiveness over standard support SLAs.
- In the case of a user escalation that requires a phone call to a user, the phone call outreach will be conducted by the Subscriber POC or Subscriber Member Stakeholder at the organization.