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SUPPORT

StarMeUp Support Scheme

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:
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.
SeveritySeverity descriptionSupportRespond 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:
  • 8x5
Premium:
  • 24x7
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:
  • 8x5
Premium:
  • 24x5
4 HS
Medium
Impact:
  • Some system functions are not available.
  • There is a degradation in the service.
  • There is a loss or corruption of data.
Visibility:
  • Users perceive degradation in the service.
Number of users affected:
  • A small number of users are affected.
Standard:
  • 8x5
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.
Standard:
  • 8x5
24 HS