Higher Logic Vanilla Support
We provide professional support exclusively for customers of Higher Logic Vanilla.
- Vanilla Support agents actively monitor our ticketing queue from 12:00am to 8:00pm ET, Monday through Friday.
- On weekends and holidays, a rotation schedule has agents checking the ticketing queue for emergency issues.
How to contact Higher Logic Vanilla Support
To contact Cloud Support you can:
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.
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.
Support Plans
| Essential/Corporate Support | Enterprise Support |
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Success Community | ✅ | ✅ |
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24x7 Platform Monitoring | ✅ | ✅ |
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Online Knowledge Base | ✅ | ✅ |
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Case & Email | Unlimited | Unlimited |
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Target Response Time | 3 business days | 1 business day |
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Priority Case Routing | | ✅ |
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Monthly Ticket Summary | | ✅ |
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Monthly Technical Strategy Session | | ✅ |
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Customers subscribed to Vanilla’s Premier Support offering prior to the 7th of August, 2025 may elect to retain their current support plan through the remainder of their current term.
** 24x7 platform monitoring consists of automated alerts that are sent to Vanilla’s platform team. The DevOps engineers will review and address any alerts based on criticality.
System outages status page
If your Higher Logic Vanilla community is experiencing issues, visit the Vanilla Forums Status page where system outages and issues — as well as ongoing status updates — are communicated:
https://status.vanillaforums.com
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 Vanilla 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.