Support - Vanilla Success
<main> <article class="userContent"> <h2 data-id="cloud-support">Cloud Support</h2><p>We provide professional support <strong>exclusively</strong> for our paid <a href="https://vanillaforums.com/plans" rel="nofollow noreferrer ugc">cloud clients</a> and are not able to provide support for those using the open source product. </p><p><strong>A note for open source users: </strong>Please note the open source community forum at <a href="https://open.vanillaforums.com/" rel="nofollow noreferrer ugc">open.vanillaforums.com</a> is not an official support channel. While full of great volunteers, they are under no obligation to assist and may not be able to anyway.</p><h2 data-id="how-to-contact">How to Contact</h2><p>Cloud Support is available by:</p><ul><li>Visiting our documentation in this KB (success.vanillaforums.com/kb)</li><li>Emailing support [at] vanillaforums [dot] com directly.</li><li>Phone Support is available between 9am-5pm (ET) at 866.845.0815 (ext 2). <strong>Please note </strong>that if your issue is complex in nature or if you're reporting a bug, it is recommended to submit that information over email so our agents have time to investigate, research and test. </li></ul><h2 data-id="status-page">Status Page </h2><p>Major outages will be communicated on our status page: </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>It is highly recommended for key stakeholders to subscribe to the status page.</p><h2 data-id="vanilla-target-response-and-resolution-time">Vanilla Target Response and Resolution Time </h2><p>The below table outlines how known product issues are classified and prioritized. The time frames outlined are the targets we expect to resolve issues by. However, please note this may vary based on the complexity of the issue and the resources available at the time of the issue being 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/8BXB33G2GO5P/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6030677/uploads/8BXB33G2GO5P/image.png" alt="image.png" height="1480" width="1306" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p> </article> </main>