Support Video Overview
For Questions, Errors and Task Orders
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For Questions, Errors and Task Orders
Please log a case through the HUG Support Portal by following these instructions:
1. Select the “Log a Case" tab and fill in details of your case.
*NOTE: Please refer to the Case Module Guide
to determine which Module to select. Selecting the most suitable Module
will allow our automatic routing rules to route your case to the most
appropriate team member.
2. Click "Submit." You will receive an automated email to confirm that your case was submitted successfully.
3. To add screen shots, attachments and additional comments, click the
"View Cases" tab then select the case you want to add to. Use the "Add
Comment" and "Add Attachment" buttons and follow the prompts.
4. A Higher Logic Support Team Member will respond to your case via the Support Portal.
*NOTE: You will receive an email notification when a team member responds to your case, but please respond via the Support Portal only so that our team can best manage your case.
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Critical Outtages
For Site Outages ONLY
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 Support Team to track and respond to
any issue.
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Response Times
Case Module Guide
Your AMS Integration
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AMS/Data Integration
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Blogs features/permissions
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Blogs |
Community/Directory features/permissions
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Community/Directory |
Discussions (eGroups), including auto-subscription and user-specific subscriptions
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Discussions (eGroups)
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Event Calendar features/permissions, including creating/editing events
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Event Calendar
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Event Manager features/permissions, including event registration
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Event Manager
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Log in and Single Sign On
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Log in/SSO
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Microsites features/permissions
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Microsites |
Mobile Membership features/permissions
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Mobile Membership (M2)
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Resource Library features/permissions, including uploading files
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Resource Library
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Website styling and browser-specific display, including changes to your site's Masterpage
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Site Styling/Browser Display
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Glossary features/permissions
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Glossary |
Anything not specified elsewhere
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Other |
Trouble Accessing the Support Portal?
Trouble Accessing the HUG Support Portal?
If so, it is likely that your browser is not accepting cookies from salesforce.com. Please review this Help article for instructions. If you need further assistance, please email CCsupport@higherlogic.com.
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Outstanding Invoices and Eligiblity For Support
Effective April 5, 2012: Accounts identified
as having outstanding (unpaid) invoices are not eligible to receive
support from Higher Logic.
Prior
to marking an account as having outstanding invoices, Higher Logic will
contact the client (usually the Accounts Payable department) to request
payment. If payment has not been received within 60 days of the
invoice date, the account will be marked as having outstanding invoices.
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