Support & SLA
Support service levels, response and workaround targets, uptime, and what's covered
Your plan sets the software you get. A service level sets the support and change requests you get on top of it. Both are sold together, as a pack, or separately.
Service Levels
| No service | Support | Support + change-request pack | One lane | |
|---|---|---|---|---|
| Price per month | None | ฿1,000 | ฿3,000 | ฿10,000 |
| Minimum term | — | Monthly | 3 months | 3 months |
| Human support | No. Docs only | Mon–Fri 09:00–18:00 | Mon–Fri 09:00–18:00 | Mon–Fri 09:00–18:00 |
| P0/P1 response | — | 8 hours | 8 hours | 4 hours |
| Workaround | — | Best effort | Target: P0 24 hours, P1 3 business days | Guaranteed within 24 hours |
| Change requests | None | None | 1 pack a month (5 business days) | Unlimited packs, one in progress at a time per lane |
| New features | List price | List price | 20% off list price | 30% off list price |
| SLA credits | No | No | No | Yes |
Packs. A pack is a plan with a service level, sold as one monthly line:
- Care pack: Core plan with Support.
- Growth pack: Growth plan with Support + change-request pack.
- Scale pack: Scale plan with One lane.
Enterprise deals include One lane. Other terms are agreed in the order form.
Custom builds, meaning apps Stardeck builds without starting from its standard app and Modules, pay twice the service price.
24/7 support rider
The 24/7 support rider adds round-the-clock response. It is available on Scale for ฿25,000 a month and on Enterprise for ฿50,000 a month. Other plans cannot buy it.
Priority Levels
When you report an issue, it's assigned a priority based on business impact:
| Level | Name | Definition | Examples |
|---|---|---|---|
| P0 | Blocking | System completely down, data loss, active security incident, or payment processing broken | Site inaccessible to all users, database unreachable, login broken for all users, active data breach |
| P1 | Major | Core feature non-functional, significant business impact, no acceptable workaround | Checkout flow broken, key dashboard not loading, critical form not submitting |
| P2 | Normal | Feature partially degraded, workaround available, limited business impact | Minor UI broken on one browser, intermittent error on a secondary feature |
| P3 | Minor | Cosmetic issue or minor improvement request | Typo, alignment issue |
| P4 | No urgency | Question, FYI, or a wish with no deadline attached | "How do I export a report?", a note about a future idea |
Priority is based on actual business impact. An issue affecting only one user is typically P2 or P3. If investigation reveals data loss or a security exposure, the issue is escalated immediately.
These P0–P4 labels are the contractual support priority used for response and workaround targets on this page. P0 is the highest.
If your organization uses the in-dashboard Tickets surface (pilot / feature-enabled), a ticket's Priority field is this same P0–P4 scale — conversations, issues and tickets all share it.
Stardeck maps the business impact you describe to the applicable P0–P4 priority.
A ticket's displayed target resolution date (derived from simple/complex triage) is a planning target and estimate — not a hard resolution guarantee. Resolution Times remain authoritative.
Response Times
Response means Stardeck acknowledges the issue, confirms receipt, and begins triage. Response times are in the Service Levels table above.
Business hours are Mon–Fri, 9:00–18:00 ICT (UTC+7), excluding Thai public holidays.
Workaround Targets
Workaround means functionality is restored, even if the root cause fix is still pending.
Support + change-request pack gives target times only, with no credits. One lane guarantees a workaround within 24 hours.
Resolution Times
Best effort across all service levels. No hard resolution guarantees on standard plans. Enterprise customers can negotiate custom resolution commitments in their order form.
Uptime
| Plan | Uptime |
|---|---|
| Platform | None |
| Core, Growth | 99% uptime target |
| Scale, Enterprise | 99% uptime guaranteed, SLA credits |
To set up monitors for your app, see Uptime Monitoring.
SLA Credits
One lane earns SLA credits when Stardeck misses its response or workaround commitments.
Outages caused by a third party — a payment gateway, an external API, an upstream provider — are acknowledged on your normal response SLA but are excluded from breach calculations and carry no credits.
What's Covered
Platform bugs (always covered)
Issues with the Stardeck platform itself are covered on every plan, including Platform.
Stardeck's Modules (always covered)
Every app built on Stardeck's standard app comes with Stardeck's Modules. Stardeck maintains them, so each Module you haven't stopped updates for comes with Stardeck's warranty and support on every plan, for as long as you use it, whoever built or manages the rest of your app. If a Module doesn't work as its reference page describes, Stardeck fixes it, and the fix reaches your app as a Stardeck update.
The warranty stays when you or your own coding agent change the rest of your app's code. It ends for a Module when you stop its updates, because its code is then yours. Screens you've customized are yours too; the Module's logic behind them stays covered.
Application bugs
An application bug is an issue where the application behaves differently from the written delivery specification at the time of feature acceptance. Issues caused by browser updates, third-party API changes, OS upgrades, or changes in customer requirements are not bugs and are handled as new scope.
| Type | Example |
|---|---|
| Feature doesn't work as built | Submit button doesn't send the form |
| Display broken on supported browsers | Layout broken on Chrome desktop |
| Data not saving or loading correctly | Records disappearing after save |
| Usability defect | Button unresponsive on mobile |
The warranty on the rest of your app, for bug fixes and updates, is included from Core up. Platform does not include warranty claims for it. Bug fixes on Platform arrive in normal releases. Stardeck's Modules are covered on every plan; see above.
Not covered
| Type | Example |
|---|---|
| Change requests | "Move the button to the left" on Support, which has no change requests |
| New features | "Add PDF export" (not in original scope) |
| Third-party outages | Payment gateway or external API down |
Change requests are covered by the Support + change-request pack (one pack a month) or One lane (unlimited packs, one in progress at a time per lane). New features are priced at list price, with the discount for your service level.
Custom builds
These rules apply only to custom builds: apps Stardeck built without starting from its standard app and Modules.
If changes made through Starcat Developer cause a previously working feature to break:
- We investigate the issue and attempt to understand what went wrong.
- Rollback is always available at no charge — we restore your app to its last working state before the agent change.
- No warranty applies to agent-made changes. If you want to keep agent changes while restoring original functionality, that's treated as new work.
On a custom build, modifying code directly outside the Starcat Developer interface voids all support warranties. Using the agent itself does not void your warranty.
Support Channels
- LINE Official
- Email: support@stardeck.ai
Organizations with the Tickets pilot enabled can also file and follow up from Tickets in the organization dashboard. This channel is not available to every organization — it appears only when the feature is turned on for your org. The channels above remain available.
How to Get the Fastest Response
Including a priority tag in your subject line or first message helps us route your issue immediately. Without a tag, we'll classify based on the business impact you describe — this adds time, especially outside business hours.
[P0] Login page returning 500 error for all users
[P1] Checkout flow broken on mobile
[P2] Product image not loading on Safari
[P3] Typo on the about pageEvery report should include:
- Description of the issue
- Steps to reproduce (if applicable)
- Screenshot or screen recording
- Number of users affected
- Business impact
If you're unsure of the priority, describe the business impact (how many users affected, what's broken, whether there's a workaround) and we'll classify it for you.
We may adjust the priority level if our assessment differs from yours, based on the definitions above. We'll always tell you why if we do.
Quick Reference
| Situation | Typical Priority |
|---|---|
| All users affected | P0 or P1 |
| Payment or login broken | P0 |
| One user affected | P2 or P3 |
| Workaround exists | P2 |
| Security issue or SSL expired | P0 |
| Cosmetic issue | P3 |
| How-to question or FYI | P4 |
Questions about your support coverage? Contact us at support@stardeck.ai.