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