Bank Holidays & Support Hours

all support services are delivered within defined support hours , which depend on your selected support package support hours are observed only on business days and are affected only by selected bank holidays this page explains how public holidays impact support availability and sla timelines support hours overview support hours apply to all support packages and define when our support team is available to respond and work on requests package support hours (business days, cet/cest) basic 09 00 – 17 00 standard 09 00 – 17 00 premium 09 00 – 21 00 premium+ 09 00 – 21 00 business day definition business days are defined as monday to friday excluding the following bank holidays only january 1 – new year december 24–26 – christmas holidays impact on support availability on the above listed holidays support hours do not apply support is not guaranteed , regardless of package incoming requests are accepted but may be handled on the next business day this applies to all support packages impact on sla timelines sla commitments are measured only within active support hours this means sla clocks do not start or continue during the defined holidays sla time calculation resumes at the next applicable support hour on the next business day example if a ticket is created on december 25, the sla countdown starts at the beginning of the next applicable support hour important notes only new year and christmas holidays are treated as non business days support packages differ in daily coverage , not in holiday coverage