We provide professional support exclusively for our paid cloud clients and are not able to provide support for those using the open source product.
A note for open source users: Please note the open source community forum at open.vanillaforums.com 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.
How to Contact
Cloud Support is available by:
- Visiting our documentation in this KB (success.vanillaforums.com/kb)
- Emailing support [at] vanillaforums [dot] com directly.
Major outages will be communicated on our status page:
It is highly recommended for key stakeholders to subscribe to the status page.
Vanilla Target Response and Resolution Time
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.