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Cancellation
This article covers everything you need to know about Higher Logic Vanilla's (Vanilla) cancellation policy. Cancellation policy It's important for any cloud provider to provide a strong data-ownership policy. Ours is pretty simple: it’s your data. In the event that we need to part ways, here is how our off-boarding process…
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Higher Logic Observed Holidays
Higher Logic observes the following U.S. holidays in 2025. ⚠️ IMPORTANT: The Customer Support Team will not be available on these U.S. holidays. U.S. holidays Day Date Holiday Wednesday January 1 New Year's Day Monday January 20 Martin Luther King, Jr. Day Monday May 26 Memorial Day Thursday June 19 Juneteenth Friday July…
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Higher Logic Trust Center
The Higher Logic Trust Center site increases transparency to our customers and prospects in an effort to bolster and reinforce the trust that they place in our overall operations, data-privacy measures, and data-management practices. Purpose of Trust Center Customers and prospects are, understandably, interested in Higher…
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Migration
Higher Logic Vanilla (Vanilla) offers full, professional migration services from nearly any other community platform. If you provide the data, we’ll figure out how to make it work in Vanilla. 📝 NOTE: The process below assumes you will provide a database dump. We also perform API-based migrations from cloud services when…
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Premier Support
What is Premier support? This exclusive service provides customers with: A designated Higher Logic point of contact for issue oversight and advocacy who possesses knowledge of the technicalities associated to a customer’s specific community site. An enhanced response service-level agreement (SLA). A support check-in call…
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Product Life Cycle - Higher Logic Vanilla
This article lists the current stages for Higher Logic Vanilla (Vanilla) addons, modules, and features. Many Vanilla addons, modules, and features are in the Active stage and are available for ongoing use. In the interest of simplicity, these are intentionally not included in this article. 📝 NOTE: To learn more about each…
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Staging Site
All Business, Corporate, and Enterprise plans include a ‘staging’ forum, which can usually be found at yoursite.vanillastaging.com. This staging site (forum) is intended for pre-release testing: trying out a new theme, implementing SSO before bringing it to production site, sampling an addon, or testing out new code in a…
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Support
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…
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Support - Submit a Request
The Higher Logic Vanilla Customer Support Team is your point of contact for questions, supplementary resources, and support-related issues. Before submitting a request, we encourage you to first: Check our knowledge base for product information Check our Support Community for general questions Submit a request if you have…
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Vanilla Systems Status Page
If your Higher Logic Vanilla (Vanilla) community is experiencing issues and you have verified that the cause is not in your environment, visit the Vanilla Forums Status page, https://status.vanillaforums.com/. Status information The upper part of the page has "charts" that reflect the current and historical status of…