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Support
Support 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