Cloud Support
We provide professional support exclusively for Higher Logic Vanilla (Vanilla) cloud customers.
- Vanilla Support agents actively monitor our ticketing queue from 12:00am to 8:00pm ET, Monday through Friday.
- On weekends, a rotation schedule has agents checking the ticketing queue for emergency issues.
How to contact Cloud Support
To contact Cloud Support you can:
📝 NOTE: If your issue is complex or if you're reporting a bug, we recommend that you submit the information via email (support@vanillaforums.com) so that our agents have time to investigate, research, and test.
📝 NOTE: By contacting Support, you are indicating that you understand that the Support agent who handles your case may need to spoof into your staging or production site as an Admin — and, potentially, as a member of your community. The Support agent will not: make any changes to your production site or create any content without your knowledge or prior approval.
Targeted response and resolution times
We prioritize known product issues based on their individual severity.
The table below provides information on how issues are classified and prioritized, and the targeted response and resolution times for issues.
📝 NOTE: The time frames documented are the targeted times 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 them, they may vary based on when the issue is reported, the complexity of the issue, and the available resources when the issue is reported.
📝 NOTE: Starting in 2023, the Support team will no longer track issues that have been filed with the Dev team as Minor. This will allow the Support team to proactively track and consistently provide updates on Moderate, Major, and Critical issues.
System outages status page
System outages and issues — as well as ongoing status updates — are communicated on our status page:
https://status.vanillaforums.com/
✅ TIP: We recommend that key stakeholders subscribe to updates on the status page.
Subscription options
There are several methods (email message, text message, Webhook URL, Atom or RSS feed) by which you can receive updates when there is an incident.
Learn about the various update-subscription methods, as well as how to use the status page in:
Open-Source community notes
We do not provide support for users of the open-source product.
The open-source community (at open.vanillaforums.com) is not 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.
