---
title: "Support Policy"
description: "Starhive Support Policy"
url: https://starhive.com/legal/support-policy
---

# Support Policy

Effective Date 27th June 2025

### Starhive Help Center

To contact our support team, submit a request in our support portal at [https://support.starhive.com/](https://support.starhive.com/). Documentation, support and the status of our services are all linked from our [Help Center](https://starhive.com/help).

### 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](mailto:sales@starhive.com) to get a quote for Premier Support.