---
title: Bank Holidays & Support Hours
slug: bank-holidays-and-support-hours
createdAt: 2026-03-23T17:39:28.948Z
---

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

:::hint{type="info"}
**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