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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:

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.

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.

Headset IconSupport

Standard:8 x 5

Respond time: 24 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.

Headset IconSupport

Standard:8 x 5

Respond time: 8 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.

Headset IconSupport

Standard: 8 x 5

Premium: 24 x 5

Respond time: 4 hs

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.

Headset IconSupport

Standard: 8 x 5

Premium: 24 x 7

Respond time: 1 hs

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