Help Desk Software · reliability comparison

Help Scout vs Hiver: which is more reliable? (2026)

Hiver is more reliable than Help Scout, scoring 98.9 vs 89.2 out of 100. Over the last 90 days Help Scout reported 6 incidents and Hiver reported 1, with effective uptime of 99.91% and 99.99% respectively. Hiver resolves incidents faster on average (8m).

Data updated Nov 1, 2026 · How we score

Help Scout

89.2/100

Operational

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Hiver

98.9/100

Operational

Visit Hiver ↗
VS
MetricHelp ScoutHiver
Reliability score89.298.9
Rank (help desk platforms)#7#1
Uptime (90 days)99.91%99.99%
Incidents (90 days)61
Partial / major outages00
Avg time to resolve2h8m
Outages we detected00
Transparency score100/100100/100

Where Help Scout and Hiver differ

  • Help Scout reported 6× as many incidents as Hiver over the last 90 days (6 vs 1).
  • Hiver fixes problems faster: 8m on average, against 2h for Help Scout (15.2× quicker).
  • Help Scout's longest outage on record lasted 6h 44m (Jul 14, 2026); Hiver's lasted 7h 54m (May 4, 2026).

90-day uptime

Help Scout

Aug 5, 2026: no incidentsAug 6, 2026: 99.23% uptime, 1 incident (Degraded performance)Aug 7, 2026 – Aug 12, 2026: no incidentsAug 13, 2026: 99.56% uptime, 1 incident (Degraded performance)Aug 14, 2026: 98.56% uptime, 2 incidents (Degraded performance)Aug 15, 2026 – Aug 17, 2026: no incidentsAug 18, 2026: 97.99% uptime, 1 incident (Degraded performance)Aug 19, 2026 – Aug 30, 2026: no incidentsAug 31, 2026: 97.52% uptime, 1 incident (Degraded performance)Sep 1, 2026 – Sep 21, 2026: no incidentsSep 22, 2026: 99.62% uptime, 1 incident (Degraded performance)Sep 23, 2026 – Nov 2, 2026: no incidents
90 days ago99.916% average daily uptimeToday

Hiver

Aug 5, 2026 – Oct 28, 2026: no incidentsOct 29, 2026: 99.91% uptime, 1 incident (Degraded performance)Oct 30, 2026 – Nov 2, 2026: no incidents
90 days ago99.999% average daily uptimeToday

Recent Help Scout incidents

  • Degraded performanceSep 22, 2026 · resolved in 36m

    Mailbox counts, folders, reports, search results

    Affected: Mailbox counts, folders, reports, search results

  • Degraded performanceAug 31, 2026 · resolved in 3h 57m

    Mailbox counts

    Affected: Mailbox counts, folders, reports, search results

  • Degraded performanceAug 18, 2026 · resolved in 3h 12m

    App Access Issues

    Affected: AI Drafts, AI Answers, AI Summarize, AI Assist

  • Degraded performanceAug 14, 2026 · resolved in 1h 18m

    Beacon Issues

    Affected: Beacon

  • Degraded performanceAug 13, 2026 · resolved in 1h 42m

    SLA issues

    Affected: Web App

  • Degraded performanceAug 6, 2026 · resolved in 1h 13m

    Report Loading

    Affected: Mailbox counts, folders, reports, search results

Full Help Scout reliability report →

Recent Hiver incidents

  • Degraded performanceOct 29, 2026 · resolved in 8m

    Hiver service disruption due to AWS outage

    Affected: Email User Experience, Email User Experience, Email sync, Email Sync, Notification Services, Automation +14 more

Full Hiver reliability report →

Other help desk platforms to consider

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