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 |
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24x7 Platform Monitoring |
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Online Knowledge Base |
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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 | |
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Priority Case Routing | |
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Monthly Check-in Calls | |
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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.
