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FAQ-How to Change My Support Hours

Support hours are the hours of the day when the Service Desk is open for calls, chats and emails and usually covers the operation's busiest working hours of the day.  For most of our customers this is 09:00 to 17:30 Monday to Friday.  If your operation need to alter or extend your Support cover then this can be done on a temporary or permanent basis.

We currently offer two additional levels of Support cover:

  • Critical Out of Hours cover
    • This covers against critical priority issues (such as system outages)
    • Available 24 hours a day, 7 days a week *
  • Extended Operational Hours
    • This is an extension to the standard levels of Support cover
    • For more information on what hours are available, please contact your Account Manager

Regardless of the type of additional cover you would like, changes to Support cover fall under two categories:

  1. A temporary increase in Support cover(Uplift)
    • Useful if you are expecting a busy period (such as holiday seasons) or are running a flash sale and need to temporarily increase your level of Support cover.
    • There is a minimum term of 3 months for all temporary increases
  2. A permanent increase in Support cover (Upgrade)
    • Used as the operation grows and expands
    • Permanently increases the level of Support cover.

If you would like more information on Support cover or would like to discuss an uplift or upgrade then please contact your Account Manager or submit a ticket to the Account Management team.