Severity Severity Description Support Response Time
Critical IMPACT:

  • The tool is not available.
  • One critical functionality is not available.
  • There is a loss or corruption of data.

VISIBILITY: The incident has high visibility for all users.

NUMBER OF USERS AFFECTED: All users are affected.

Standard:

8 x 5

Premium:

24 x 7

1 hs
High IMPACT:

  • One functionality is not available.
  • The use of the tool is seriously affected.
  • The problem severely affects the business.

VISIBILITY: The incident has high visibility for multiple users.

NUMBER OF USERS AFFECTED: Multiple users are affected.

Standard:

8 x 5

Premium:

24 x 5

4 hs
Medium IMPACT:

  • Some system functions are not available.
  • There is a degradation in the service.

VISIBILITY: Users perceive degradation in the service.

NUMBER OF USERS AFFECTED: A small number of users are affected.

8 x 5 8 hs
Low 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.

VISIBILITY: The incident has limited visibility.

NUMBER OF USERS AFFECTED: One user is affected.

8 x 5 24 hs

 

StarMeUp OS Support Scheme

The StarMeUp OS 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:

  • Email: support@starmeup.com (Supported languages: Spanish and English).
  • Focal point in the client that will take the case and redirect it according to the severity.