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Contact Higher Logic Support

Here at Higher Logic Support we are committed to providing the help you need to meet your business objectives and drive the most value from your Higher Logic solutions. It is our mission to create an excellent customer experience! The Higher Logic Support Team will now be your point of contact for questions, supplementary resources and support-related issues. Please review the following information about how to navigate our multiple resources and receive support, and action items to follow up on.

HUG is the first place to look if you have a question about how something works.

Please visit the HUG Support Portal or email support@higherlogic.com to log a case. You will have the opportunity to search our knowledge base of related resources, then submit a ticket if you cannot locate an answer. Once a case is submitted, a member of our Support Team will be happy to assist you.
Please log a case through the HUG Support Portal or email support@higherlogic.com and a member of our Support Team will be happy to assist you.
Documentation Coming Soon!
For now you can Create a Case.
Please check that your internal internet connection is working and others within and outside of your organization also cannot access the site. If your internet is working and no one can access the site, please email critical@higherlogic.com and one of our Support, Development or Executive team members will respond to you as soon as possible. Please ONLY use this email if your site is inaccessible.

Question of the Week


Question: How do I move this thread from here to here?

Answer: There is actually a "Move a Discussion Thread" tool for this you have access to.

To get to the "Move Discussion Thread" tool, click the "Cog Wheel" > Admin > Communities > Discussions > Move Discussion Thread.

Keep in mind that you can only move entire threads with this tool and if you need help moving individual messages you can create a support ticket by sending an email to support@higherlogic.com

Action Items


  • Encourage co-workers who will be working on your community site to sign up for a HUG account using their organizational email address so that they can receive these great resources, too.

Severity 1

Description
System is down, no users have access to system or ability to send emails or post in community, severe performance degradation or major security incident that results in covered down time.


Reporting Method
HUG
Email Critical
202-360-4402 | Press 3 for Support


SLA (Initial Response) by Tier
15 minutes – followed up with updates every 30 minutes until resolved.


* Available 24x7x365

Severity 2

Description
Critical, failure in a subsystem or primary function of the product. Inability to complete job duties that are affecting all users.


Reporting Method
HUG
Email critical
202-360-4402 | Press 3 for Support


SLA (Initial Response) by Tier
30 minutes – followed up with updates every 60 minutes until resolved


* Available Monday through Friday
* Excludes observed holidays

Severity 3

Description
Loss of functionality that affects some users but not all, minor defect, there is a problem but there are other options available.


Reporting Method
HUG

Email your specific platform 
Higher Logic Support
Socious Support
Workspace Support
Informz Support
Real Magnet Support


SLA (Initial Response) by Tier
1 business day


* Available Monday through Friday
* Excludes observed holidays

Severity 4

Description
A minor or cosmetic problem with minimal impact, general request for login, account creation, graphics/templates, deliverability issues, upload delays or documentation request.


Reporting Method
HUG

Email your specific platform
Higher Logic Support
Socious Support
Workspace Support
Informz Support
Real Magnet Support


SLA (Initial Response) by Tier
3 business day


* Available Monday through Friday
* Excludes observed holidays

Meet Your Support Team