Help Desk Software · reliability comparison
Hiver vs Kustomer: which is more reliable? (2026)
Hiver is more reliable than Kustomer, scoring 98.9 vs 96.7 out of 100. Over the last 90 days Hiver reported 1 incident and Kustomer reported 3, with effective uptime of 99.99% and 99.99% respectively. Hiver resolves incidents faster on average (8m).
Data updated Nov 1, 2026 · How we score
| Metric | Hiver | Kustomer |
|---|---|---|
| Reliability score | 98.9 | 96.7 |
| Rank (help desk platforms) | #1 | #3 |
| Uptime (90 days) | 99.99% | 99.99% |
| Incidents (90 days) | 1 | 3 |
| Partial / major outages | 0 | 0 |
| Avg time to resolve | 8m | 23m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Hiver and Kustomer differ
- Kustomer reported 3× as many incidents as Hiver over the last 90 days (3 vs 1).
- Hiver fixes problems faster: 8m on average, against 23m for Kustomer (2.9× quicker).
- Hiver's longest outage on record lasted 7h 54m (May 4, 2026); Kustomer's lasted 1d 3h (Jan 27, 2026).
90-day uptime
Hiver
Kustomer
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
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
Recent Kustomer incidents
- Degraded performanceSep 9, 2026 · resolved in 27m
[Kustomer Voice] Unable to Dial Outbound Calls - All PRODS
Affected: Kustomer Voice
- Degraded performanceSep 8, 2026 · resolved in 16m
kustomer.help Default Domain – Visibility Issue – ALL PRODs
Affected: CSAT, CSAT, CSAT, Knowledge base, Knowledge base, Knowledge base
- Degraded performanceAug 25, 2026 · resolved in 26m
Reported Third Party Event - [PubNub]
Affected: Channel - Chat, Notifications, Tracking, PubNub, Web Client
Other help desk platforms to consider
- HubSpot Service Hub · #2 · 100% uptime
- Tidio · #4 · 99.98% uptime
- HappyFox · #5 · 100% uptime
- LiveAgent · #6 · 100% uptime