Response and Resolution Times

The Higher Logic Vanilla Customer Support ticketing/request system allows you to choose a severity level (Critical, Major, Moderate, Minor) when you submit a request for assistance. This helps with the initial "triage" of requests.

NOTE: The severity of a case is ultimately determined by Customer Support staff using our established guidelines.

Severity levels

The following table details:

• how product issues are classified and prioritized and
• our promised response times.

NOTE: The Response and Resolution times that are indicated below are the targets we've set based on reasonable and realistic expectations. However, actual times may vary based on various factors, such as the complexity of the issue, issue prioritizing, and available resources.

NOTE: Customer Support for Major, Moderate, and Minor severity-level requests is not available on Higher Logic U.S. observed holidays.

Severity level adjustments

The severity level that a customer selects when submitting a case is subject to adjustment by Customer Support staff upon evaluating the case. For example, if a case reporting a typo on a page is marked as Moderate severity, Customer Support staff might downgrade the case to Minor severity (unless a reasonable justification is provided) because the issue does not impact functionality.

NOTE: If the severity level of your case is downgraded, Customer Support staff will notify you of the reason.