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Premier Support

PLEASE NOTE

Premier Support is a legacy offering that is no longer available on new contracts.

What is Premier support?

This exclusive service provides 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 month to review outstanding cases.
Priority case-routing to ensure that complex issues are routed to appropriate personnel for faster resolution time.
Active monitoring of our ticketing queue 12:00am to 8:00pm ET (weekdays), and rotational-schedule monitoring for emergency issues on weekends.

Support package comparison

	Standard Support	Premier Support
Access to HL Vanilla Community
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
Monthly Check-in Calls

Subscriber's responsibilities

Subscriber will leverage the Vanilla Forums Documentation 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.