Support Hours and Holidays
Hours
Support Desk hours are Monday to Friday, 9:00 am to 6:00 pm Eastern. Service Level Agreements* in place with specific customers may vary.
Note: If your servers are managed by a hosting company, their support time frame is independent of ours. Please review your agreement with them for more details.
* Your church's Service Level Agreement defines two things. First, whether your church is paying for extended Support hours outside our normal Support hours. Second, it defines the hourly rate for any services not covered by the Service Level Agreement. This information is generally found in Appendix C.
Off-Hours Support
We do not monitor the Support Desk case queue outside of normal Support hours. If you submit a case outside our Support Desk hours, including on a holiday, the case will be reviewed at the start of the next business day. If your concern cannot wait until Support reopens, submit a support case then call 843-413-8400 and leave a voicemail message per the on-call instructions. From the voicemail, we are notified and will review the case and work to assist you as best as possible.
Note: Hourly rates are likely to apply if off-hours assistance is provided, defined by your Service Level Agreement.
Holidays
Assistance provided on a holiday is considered off-hours support and is subject to hourly rates. If a holiday falls on a Saturday, we observe it on the preceding Friday. If a holiday falls on a Sunday, we observe it on the following Monday.
- New Year's Day
- Martin Luther King, Jr. Day (always a Monday)
- Good Friday (always a Friday)
- Memorial Day (always a Monday)
- Independence Day
- Labor Day (always a Monday)
- Thanksgiving (Thursday and Friday)
- Christmas Eve
- Christmas Day
- New Year's Eve