ENSupport Scheme
Contact our team. Our specialists are ready to help anytime.
The StarMeUp support center is located in Argentina. Therefore, the calendar of holidays, days and time zone (GMT-3) of that country will be respected.
- 8 x 5: Work days, 10am – 6pm.
- 24 x 5: Work days, 24 hours.
- 24 x 7: Continuous support, every day 24 hours.
Users will be able to report incidents through the following means:
(Supported languages: Spanish and English).
Focal point in the client that will take the case and redirect it according to the severity.
Impact- User has difficulty in using the tool.
- The user asks a question or requests an improvement for the tool.
- There is an incorrect behavior of the product without impact.
VisibilityThe incident has limited visibility.
Number of users affectedOne user is affected.
SupportStandard:8 x 5
Respond time: 24 hs
Impact- Some system functions are not available.
- There is a degradation in the service.
- There is a loss or corruption of data.
VisibilityUsers perceive degradation in the service.
Number of users affectedA small number of users are affected.
SupportStandard: 8 x 5
Respond time: 8 hs
Impact- One functionality is not available.
- The use of the tool is seriously affected.
- The problem severely affects the business.
VisibilityThe incident has high visibility for multiple users.
Number of users affectedMultiple users are affected.
SupportStandard: 8 x 5
Premium: 24 x 5
Respond time: 4 hs
Impact- The tool is not available.
- One critical functionality is not available.
- There is a loss or corruption of data.
VisibilityThe incident has high visibility for all users.
Number of users affectedAll users are affected.
SupportStandard: 8 x 5
Premium: 24 x 7
Respond time: 1 hs