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 SLA
- A support check-in call every two weeks to review outstanding cases
- Priority case routing ensures complex issues are routed to appropriate personnel for faster resolution time
- A monthly open report
Support package comparison
Standard Support | Premier Support | |
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Higher Logic Users Group | ![]() |
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24x7 Platform Monitoring | ![]() |
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Online Knowledge Base | ![]() |
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Phone Support | Monday to Friday 8 AM to 6 PM ET | Monday to Friday 8 AM to 6 PM ET |
Case & Email | Unlimited | Unlimited |
Target Response Time | 3 business days | 1 business day |
Named Primary Support Contact | ![]() |
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Priority Case Routing | ![]() |
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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.