Support Hours & Holidays
Information on when support hours, including off-hours assistance and holidays.
Hours
Support is available Monday-Friday, 9:00 a.m. – 5:00 p.m. EST/EDT. Service Level Agreements* for specific customers may vary.
Note: If your servers are managed by a hosting company, their support timeframe is independent of ours. Please review your agreement with them for more details.
*Your church's Service Level Agreement defines two things:
- Whether your church pays for extended support hours outside our normal support hours, and
- The hourly rate for any services not covered by the Service Level Agreement.
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, we will review the case at the start of the next business day. If your concern cannot wait until support reopens, you can call 843-413-8400 and leave a detailed voicemail message per the on-call instructions. From the voicemail, we are notified and will work to assist you as best as possible.
Note: Hourly rates are likely to apply if off-hours assistance is provided, as 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