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?

Premier Support provides eligible customers with:

Enhanced Support case oversight, coordination, and advocacy.
An enhanced response service-level agreement (SLA).
Priority case-routing to help route complex issues to appropriate personnel.
Review of outstanding Support items during scheduled monthly customer check-ins, as applicable.
Coordination with appropriate internal teams when additional expertise is needed.

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
Premier Support Case Oversight
Support Case Review During Scheduled Monthly Check-ins, As Applicable
Priority Case Routing

Subscriber will leverage the Support Center Knowledge Base as needed.
Subscriber will submit Support tickets for issues requiring assistance. Higher Logic will have the Subscriber’s account set up for Premier Support coverage in our systems so submitted cases receive appropriate visibility, prioritization, and follow-through.

Higher Logic Premier Support provides governance and increased responsiveness over standard support SLAs. Premier Support is focused on submitted Support cases and open Support item review. Support may participate in customer calls when Support input is needed for an active Support case. Premier Support does not include general product training, recurring strategy ownership, or open-ended consulting.
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.