Starlight's support coverage and response structure
Starlight Support Coverage:
- Standard Support Hours: Monday – Friday 7am-5pm MDT
- After Hours: Answering service which alerts team members depending on severity.
Support Categories:
- Level One
- Non-Urgent: Process-oriented questions/Report Requests
- Level Two
- The system will open, but individual sections may not be functioning as intended.
- Unable to perform day-to-day business operations
- Level Three
- Major outage – System inaccessible/Starlight will not open or will not respond, after standard troubleshooting.
Subscriber Response Time Expectations:
| Preferred form of Contact | Response Time | Resolution Goal | ||||
|
Level One |
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|
M-F Standard Support Hours |
Email support with description of concern. |
Within Two Hours |
2 Business Days |
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|
After Hours, Weekends and Holidays |
Email support with description of concern. |
Next Business Day |
2 Business Days | |||
|
Level Two |
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|
M-F Standard Support Hours |
Call support line. |
Within 30 Minutes |
Within 2 Hours |
|||
|
After Hours, Weekends and Holidays |
Call support line and leave detailed message or send a detailed message to support. |
Next Business Day |
ASAP | |||
|
Level Three |
||||||
|
M-F Standard Support Hours |
Call support line. |
Within 15 Minutes |
ASAP | |||
|
After Hours, Weekends and Holidays |
Call support line. |
Within 15 Minutes |
ASAP |
|||
How to reach support:
- Email: support@starlightsoftwaresolutions.com
- Phone: (720) 699-8530 ext.2