Support - HL Vanilla Community
<main> <article class="userContent"> <h2 data-id="cloud-support">Cloud Support</h2><p>We provide professional support <strong>exclusively</strong> for <strong>Higher Logic Vanilla</strong> (<strong>Vanilla</strong>) <a href="https://vanillaforums.com/plans" rel="nofollow noreferrer ugc">cloud customers</a>.</p><ul><li>Vanilla Support agents actively monitor our ticketing queue from <strong>12:00am to 8:00pm ET</strong>, <strong>Monday through Friday</strong>.</li><li>On weekends, a rotation schedule has agents checking the ticketing queue for emergency issues.</li></ul><h2 data-id="open-source-community-notes">Open-Source community notes</h2><p>We do <strong>not</strong> provide support for users of the open-source product.</p><p>The open-source community at <a href="https://open.vanillaforums.com/" rel="nofollow noreferrer ugc">open.vanillaforums.com</a> is <strong>not</strong> an official support channel. This community is full of great volunteers, but they are under no obligation to assist you and may not be able to.</p><h2 data-id="how-to-contact-cloud-support">How to contact Cloud Support</h2><p>Cloud Support is available by:</p><ul><li>Visiting our documentation in this <strong>knowledge base</strong> (<a href="https://success.vanillaforums.com/kb" rel="nofollow noreferrer ugc">success.vanillaforums.com/kb</a>)</li><li><strong>Emailing</strong> support [at] vanillaforums [dot] com (<a href="unsafe:support@vanillaforums.com" rel="nofollow noreferrer ugc">support@vanillaforums.com</a>)</li><li><strong>Phone</strong> from 9:00am to 5:00pm (ET) at 866.845.0815 (ext 2)</li></ul><p><strong>📝 NOTE</strong>: If your issue is complex or if you're reporting a bug, we recommend that you submit the information via email (<a href="https://success.vanillaforums.com/kb/articles/66/support@vanillaforums.com" rel="nofollow noreferrer ugc">support@vanillaforums.com</a>) so that our agents have time to investigate, research, and test.</p><h2 data-id="targeted-response-and-resolution-times">Targeted response and resolution times</h2><p>The table below provides information on how we classify and prioritize <em>known product issues</em>.</p><p><strong>📝 NOTE</strong>: The time frames outlined are the <strong>targeted times</strong> in which we expect to respond to and resolve issues. These times are provided as guidelines and, while we do our best to adhere to these times, they may vary based on <em>when the issue is reported</em>, the <em>complexity of the issue</em>, and the <em>available resources</em> when the issue is reported.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/EO0EFSNRIM1Z/target-times-table.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/EO0EFSNRIM1Z/target-times-table.png" alt="target-times-table.png" height="711" width="679" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <h2 data-id="system-outages-status-page">System outages status page</h2><p>Major outages will be communicated on our <strong>status page</strong>:</p><div class="js-embed embedResponsive" data-embedjson="{"body":"Welcome to Vanilla Forums's home for real-time and historical data on system performance.","url":"https:\/\/status.vanillaforums.com\/","embedType":"link","name":"Vanilla Forums Status"}"> <a href="https://status.vanillaforums.com/" rel="nofollow noreferrer ugc"> https://status.vanillaforums.com/ </a> </div><p><strong>✔️ TIP</strong>: We recommend that key stakeholders subscribe to the status page.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6030677/uploads/1V9Q8ZASY14H/subscribe-status-page.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/1V9Q8ZASY14H/subscribe-status-page.png" alt="subscribe-status page.png" height="407" width="740" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p> </article> </main>