Hive
Resources/Support

Help, without the hold music

A fleet problem is a revenue problem, so support at Hive is staffed by engineers who run fleets, not scripts. Target first response: under 1 hour.

Email Support Help Centre
Channels

Reach us your way

Every channel lands in the same queue, triaged by severity, so pick whichever is fastest for you.

Priority line

Every plan includes 24/7 response for Severity-1 fleet-down incidents. Custom agreements add a dedicated phone bridge: +65 8084 7459.

See plan coverage →
Help us help you
  • Include the device ID or group name: one click to copy from the console
  • Say what changed last: a rollout, a policy edit, a network change
  • State the blast radius: one device, one site, or the whole fleet
  • Attach logs if you have them; if not, we'll pull them remotely with your OK
Response targets

Severity in, minutes out

First-response targets, stated as targets. Severity-1 clocks run 24/7 on every plan; business hours are 08:00–20:00 in your fleet's primary region.

SeverityFleet ($20/device/mo)Custom
Sev 1: fleet downTarget 1 hr, 24/7Contracted, 24/7
Sev 2: feature brokenTarget 4 business hrsContracted
Sev 3: degraded / bugNext business dayNext business day
Sev 4: question / how-to2 business days2 business days
Phone bridge—Sev 1–2
Named support engineer—Included

Contractual SLAs with credits are available on Custom agreements. See the Service Level Agreement.

Self-serve

Faster than any ticket

How we're doing

Support that keeps score too

Target first response
<1hTarget first response
Chatbots in support
0Chatbots. Real engineers on every ticket
Remote sessions audited
100%Remote sessions audited
Coverage
24/7Sev-1 coverage, every plan
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