Support
One address, a person behind it, and an honest picture of how quickly you get an answer.
- —
- Hours
- —
- Target
- A reply within two business days
- Languages
- Dutch and English
Set your expectations: this is not a support department. Starting Up is built and maintained by a small team, and support runs on email. There is no phone number, no chat and no 24/7 desk. There is also no SLA: the target above is what we achieve and intend to keep achieving, not a right you can invoke. It says so plainly, because a promise we cannot keep is worse than a modest one we do.
What we help with
- You cannot get in, or the sign-in link does not work.
- Something demonstrably does not work as it should.
- A question about invoices, subscriptions or AI credit.
- A request about your data: access, correction, export or deletion (see privacy statement, section 9).
- A connection you cannot get set up.
- A security problem you found — see below.
What we do not help with
- Advice on your taxes, accounts or contracts. We build the software; we are not your adviser.
- Problems inside a service you connected yourself. If Google or a social platform will not cooperate, we cannot fix that for you — we can check whether our side is set up correctly.
- Recovering data you deleted yourself. Our backups exist to recover from a failure on our side, not as an archive for you.
What makes a good report
The faster we can reproduce it, the faster it is fixed. Please include:
- the email address of your account, and which workspace it concerns;
- what you did, what you expected, and what happened instead;
- roughly when, and which page or screen;
- a screenshot if there is something to see.
Never send a password or a sign-in link. We never ask for them, and a screenshot of the error gets us further than your credentials.
Order of handling
There is no paid priority: a free account and a paid subscription get the same treatment. We do look at what is most broken first.
| Kind | What it is | What we aim for |
|---|---|---|
| Outage | Nobody can sign in, or the service is unreachable | As fast as possible, including outside office hours if we see it |
| Blocking | You cannot do your work and there is no way around it | Same business day, or the next |
| Normal | Something is wrong, but you can carry on | Two business days |
| Wish | An idea or a request for something new | We reply, but promise no date |
Maintenance and outages
We announce planned maintenance by email in advance when we expect you to notice it. For an outage lasting longer than a brief interruption, we email what is happening and what we are doing about it. There is no status page today; if there is one, the link will be here.
Reporting a security problem
If you think you have found a vulnerability, email — with security in the subject. We confirm within two business days and keep you posted until it is resolved.
Please give us reasonable time to fix it before publishing. Do not use other people's real data to demonstrate something, and do not disrupt the service. If you report something serious this way, we will not take legal action against you.
A complaint
If you are unhappy with how something was handled, write it in the same email thread — the context is already there. See also section 12 of the terms and conditions for what can follow.