Starhive Help Center
To contact our support team, submit a request in our support portal at https://support.starhive.com/. Documentation, support and the status of our services are all linked from our Help Center.
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, Essential and Professional
Support times: 8 am - 5 pm CET (Sw. workdays)
Initial response time: L1 (8h), L2 (16h), L3 (32h), L4 (72h)
Enterprise
Support times: 8 am - 5 pm CET (Sw. workdays)
Initial response time: L1 (2h), L2 (8h), L3 (24h), L4 (48h)
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.
Premier Support
Premier support can be tailored to specific needs and is quoted separately. Contact sales@starhive.com to get a quote for Premier Support.