Premier Support

As an additional benefit to our Premier Services customers, we are pleased to offer our Higher Logic Premier support package.

What is Premier Support? 

This exclusive service provides these 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 SLA
• A support check-in call every two weeks to review outstanding cases
• Priority case routing ensures complex issues are routed to appropriate personnel for faster resolution time
• A monthly open report

Support Package Comparison: 

	Standard Support	Premier Support
Higher Logic Users Group	✓	✓
24×7 Platform Monitoring	✓	✓
Online Knowledge Base	✓	✓
Phone Support	Monday to Friday 8 AM to 6 PM ET	Monday to Friday 8 AM to 6 PM ET
Case & Email	Unlimited	Unlimited
Target Response Time	3 Business Days	1 Business Day
Named Primary Support Contact		✓
Priority Case Routing		✓
2x Monthly Check-in Calls		✓

Subscriber’s Responsibilities 

• Subscriber will leverage the Support Center Knowledge Base as needed.
• Subscriber will submit support tickets for their organization. Higher Logic will have the Subscriber’s account set up as a premier support account in our systems and will route the case to the Premier Support Representative.

Assumptions

• Higher Logic Premier Support provides governance and increased responsiveness over standard support SLAs.
• In the case of a user escalation that requires a phone call to a user, the phone call outreach will be conducted by the Subscriber POC or Subscriber Member Stakeholder at the organization.