The Higher Logic Client Support Team is committed to providing proactive, professional and timely responses to all support requests from Connected Community subscribers.
Support Options
There are three options to obtain support from Higher Logic:
1) You may log a case through the HUG Support Portal to report a support issue, error message or bug.
2) You may review our growing product documentation site.
3) You may review or create a Discussion thread on your topic.
Support System Resources
Please reference these easy to use resources for navigating the Support System:
For Site Outages ONLY
Higher Logic staff monitors the Connected Community servers 24 hours a day and receives instant notification in the unlikely event of a service interruption. However, if your Connected Community site is completely down and inaccessible please alert us by emailing: critical@higherlogic.com. Before creating a critical request, please navigate to your site on a mobile device (not using Wi-Fi) or other
computer that is not connected to your network. If you are able to access your site outside your network then please handle the network connectivity issue internally.
For ALL other requests, please log a case through the HUG Support Portal as it is the best method for the Client Success Team to track and respond to any issue.