Hive is 100% committed to providing world-class support to our customers. Whether that’s via support articles here on Hive+, via your customer success manager or working with our support squad. We’re here to make it easy.
To make sure we can respond to your support request in a timely and effective way, we have our support service level agreement (SLA). Using the information below you can quickly see how long it will take us to help you with certain queries. You may even be able to do some tasks yourself with the help of the support articles linked.
| Support Category | Service Level (Working Days) |
|---|---|
| Additional Services (Enabling Features) | 1 Day |
| Individual Admin/Manager Access and Amends | 3 Days |
| Bulk Admin/Manager Access and Amends | 10 Days |
| Amend Open Survey | 2 Days |
| Bulk Hive-Five Reminder | 1 Day |
| Bulk Suggestion Reminder | 1 Day |
| Bulk Survey Reminder | 1 Day |
| Campaign & Survey Setup | 3 Days |
| Customise Email Templates | 3 Days |
| Customise Hive Fives | 3 Days |
| Customise Open Door | 3 Days |
| Delete a Survey Response | 1 Day |
| Password Requests | 1 Day |
| Reminder Send to an Individual | 1 Day |
| Report a Bug | 2 Days |
| Re-subscribe an Employee | 1 Day |
| User Data Upload | 10 Days |
Need to raise a request? Contact us.