Claim Compensation from Hiver | Get Reimbursed 2025

Getting compensation from a B2B service like Hiver requires a professional approach. Don't just send an angry email. Prepare your case first:

1. Find Your Service Level Agreement (SLA): This is your most important document. It defines Hiver's uptime promises and the exact credits you're entitled to if they fail to meet them. This is your contract.
2. Gather Concrete Evidence: Collect screenshots of the error or outage, copy support ticket numbers, and note the exact start and end times of the disruption. Vague claims get ignored.
3. Calculate the Business Impact: Don't just say 'we were down.' Quantify it. For example: 'The 3-hour outage on Tuesday meant our team of 5 agents could not respond to an estimated 150 customer inquiries, directly impacting our response time KPIs.'
4. Document a Clear Timeline: Write down a simple, chronological list of events. When did the issue start? When did you report it? What was the response? This makes your claim easy to understand and hard to dispute.
5. Know Your Ask: Decide exactly what you want before you make contact. A specific bill credit for the month? A percentage off your next invoice? A clear request is more likely to be approved than a general complaint.

For business-to-business (B2B) software like Hiver in the United States, your rights are primarily defined by the contract you signed, not general consumer protection laws. Here’s what matters:

• The Terms of Service & SLA: Your eligibility for compensation is almost entirely governed by Hiver's Service Level Agreement (SLA). This legal document outlines their commitment to service availability (e.g., 99.9% uptime) and specifies the 'service credits' you are owed if they fail to meet that target. You must read this document carefully. You can typically find it linked in your original contract or on their website.
• What is 'Compensation'? In the SaaS world, compensation is almost always a credit applied to your next bill, not a cash refund. The amount is usually a percentage of your monthly fee, tiered based on the severity of the downtime.
• Regulators (US-Focused): Unlike telecom (FCC) or airlines (DOT), there isn't a specific government body that regulates SaaS uptime. Disputes are a contractual matter. If a company engages in deceptive practices, the Federal Trade Commission (FTC) could be a route for a complaint, but for a simple outage, your contract is the final word. If the dispute is significant, the resolution process (like arbitration) will also be detailed in your terms of service.

Subject: Compensation Request for Service Disruption - Account ID: [Your Hiver Account ID]

Dear Hiver Support Team,

I am writing to formally request a service credit for the significant service disruption our team experienced on [Date(s) of incident].

Our account ID is [Your Hiver Account ID].

The outage occurred from approximately [Start Time, including timezone] to [End Time, including timezone], lasting for [Total duration]. During this time, our team was unable to [Describe the specific impact, e.g., access shared inboxes, respond to customer emails, use analytics].

As per our analysis, this disruption directly impacted our support operations, preventing [Number] agents from performing their duties and affecting an estimated [Number] customer interactions. This falls short of the service availability standards outlined in your Service Level Agreement.

Based on the terms of our SLA concerning uptime failures, we are requesting a service credit of [Specify the amount or percentage you are requesting, e.g., 20% of our monthly fee] to be applied to our next invoice, [Invoice Number, if applicable].

Our support ticket reference for this incident is #[Ticket Number].

We value our partnership with Hiver and trust you will address this matter promptly. Please confirm receipt of this email and let us know the next steps for processing this credit.

Thank you,

[Your Name] [Your Title] [Your Company] [Your Phone Number]

If your initial request for a service credit is denied or ignored, don't give up. For B2B services, a structured escalation process is key.

• Request a Supervisor or Account Manager: Your first step is to move past the front-line support. Reply to the denial email and politely but firmly ask to speak with a manager or your dedicated account manager. Re-state your case, referencing your evidence and the SLA.
• Leverage B2B Review Platforms: While a single tweet might not do much, a detailed, professional, and evidence-based review on platforms like G2, Capterra, or TrustRadius can get attention. B2B companies monitor these closely as they influence major purchase decisions. Stick to the facts of the service failure and the poor support response.
• Formal Dispute Resolution: Review your contract for the 'Dispute Resolution' clause. This will outline the required next steps, which often involve a formal written notice of dispute, followed by mediation or binding arbitration. This is a serious step, so be prepared to follow the process exactly as described.
• Vote with Your Wallet: If Hiver fails to honor its SLA and refuses reasonable compensation, your most powerful tool is to begin researching competitors and planning your migration. Let your account manager know you are exploring other options due to this unresolved service issue.

Tired of chasing down your Hiver account manager just to talk about your contract? Or worse, trying to navigate the cancellation process designed to keep you locked in? Sound familiar? The back-and-forth emails, the 'let's schedule a call to understand your needs' runaround, it all wastes time you could be spending on your actual business. It’s exhausting.

Pine AI handles it for you. We step in and manage the entire cancellation or negotiation process, leveraging a 93% success rate to get the job done without the headache. No more awkward conversations or trying to find the right person to email. We know the B2B SaaS playbook and how to effectively secure service credits, negotiate better terms, or simply process your cancellation cleanly. It’s not just about automation; it’s about reclaiming your time and energy from frustrating administrative tasks. Let us handle the corporate red tape. You have a business to run.

The information on this page is for informational purposes only and does not constitute legal advice. Please consult with a legal professional for advice specific to your situation.