Support Policy

Starhive Help Center

To contact our support team, you can submit a request via our help center. Our help center can be found at https://help.starhive.com/

Support types

Bug / Incident

This type should be used to report a bug or incident you experience with our product. 

Technical support

This type should be used when you need advice on how to configure our product.

Improvement request

Feel free to report a request for improvement where you see we can do better or where the product can be stronger in the future.

Support times and SLA

Support offerings are bundled with our subscription plans. The initial response times listed below only apply to bugs/incidents, not technical support or suggested improvements.

Starter

Support times: 8 am - 5 pm CET (Sw. workdays)
Initial response time: L1 (8h), L2 (16h), L3 (32h), L4 (72h)

Essential

Support times: 8 am - 5 pm CET (Sw. workdays)
Initial response time: L1 (2h), L2 (8h), L3 (24h), L4 (48h)

Professional

Support times: 8 am - 9 pm CET (Sw. workdays)
Initial response time: L1 (1h), L2 (4h), L3 (16h), L4 (36h)

Scale

Support times: 24/5 (Sw. workdays)
Phone support 8 am-5 pm CET (Sw. workdays)
Initial response time: L1 (0.5h), L2 (2h), L3 (8h), L4 (24h)

Definitions

L1: Application Down
Production system outage or critical malfunction impacting core business operations and a large number of employees or customers.

L2: Serious Degradation
Significant degradation in application performance or core functionality.

L3: Moderate Impact
Application issue with moderate impact on business operations.

L4: Low Impact / Inquiry
Low-impact issue or general question not affecting core business functions.