SUPPORTSLA

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.
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