Higher Logic strives to respond to all support requests and cases as quickly as possible. We sometimes experience increases in support requests/cases. In an effort to set reasonable expectations, we would like to share our typical and maximum response times for support requests/cases according to priority -- please refer to the table below.
||1 business day
|2 business days
||2 business days
|1 business week
||3 business days
|2 business weeks
Please note that the priority selected by a client when submitting a
support request/case may be adjusted by Higher Logic Support Staff
according to internal priorities. For example, if a case reporting a
typo on a page is marked as high priority, then Higher Logic Support
Staff may adjust the case to low priority (unless a reasonable
justification is provided).
To request an update on a support case, please add a comment to the case
requesting an update. If you need to escalate a case or are
dissatisfied for any reason, please email CCsupport@higherlogic.com
with the case number and your request.