Christmas & New Year Opening Hours



3rd December 2014
With the festive season fast approaching it's time to inform everyone of our opening hours and restrictions on support over the Christmas & New Year period.

Our normal services will remain operational until 24th December at 12:00 - from then we'll switch to our Christmas Limited Service. This is as follows:

For Customers with a Committed IT Support Plan:
(e.g you have a monthly IT Support Plan with us that includes Critical Out of Hours Cover)
December 24th - 09:00 - 12:00 - Normal Service
December 24th - 12:01 - 17:00 - Treated as "Out of Hours"
December 25th - Treated as "Out of Hours"
December 26th - Treated as "Out of Hours"
December 27th - Normal Weekend "Out of Hours" Service
December 28th - Normal Weekend "Out of Hours" Service
December 29th - 09:00 - 12:00 - Normal Support
December 29th - 12:01 - 17:00 - Treated as "Out of Hours" Service
December 30th - 09:00 - 12:00 - Normal Support
December 30th - 12:01 - 17:00 - Treated as "Out of Hours" Service
December 31st - 09:00 - 12:00 - Normal Support
December 31st - 12:01 - 17:00 - Treated as "Out of Hours" Service
January 1st - Treated as "Out of Hours"
January 2nd - Normal Hours Resume

If you have a Committed IT Support Plan, you're entitled to limited assistance in the "Out of Hours" periods - this is no different during the Christmas & New Year period. If you have a genuinely "Business Critical" issue covered within your plan, you can contact us using your Out of Hours contact information. Please note that the contact details are different to the usual hours, and may be restricted. You must speak to the primary account for your account with us - our Customer Services team can provide information if you're unsure, and remember, any calls made to the Out of Hours Service are chargeable at a higher rate.

For Customers with a Pre-Paid IT Support Plan:
(e.g you purchase blocks of general IT Support from us in advance)
December 24th - 09:00 - 12:00 - Normal Service
December 24th - 12:00 - 17:00 - Support HelpDesk Closed
December 25th - Support HelpDesk Closed
December 26th - Support HelpDesk Closed
December 29th - 09:00 - 12:00 - Normal Support
December 29th - 12:01 - 17:00 - Support HelpDesk Closed
December 30th - 09:00 - 12:00 - Normal Support
December 30th - 12:01 - 17:00 - Support HelpDesk Closed
December 31st - 09:00 - 12:00 - Normal Support
December 31st - 12:01 - 17:00 - Support HelpDesk Closed
January 1st - Support HelpDesk Closed
January 2nd - Normal Hours Resume

If you have a Pre-Paid Plan, you're not entitled to Out of Hours cover. You can raise issues online or via e-mail and we'll process them as soon as we can as per any other day - there is limited cover over the festive period as listed above, so while response/resolution times may be longer we'll still process them for you subject to the limits above.

For Customers without any Active Support Plan:

Technical Support will close at 12:00 on 24th December and remain closed until January 2nd at 09:00. In the interim you can log tickets via e-mail to the HelpDesk. Requests will be periodically checked and genuinely critical issues will be reviewed. To guarantee support, you must have an active agreement such as Committed IT Support from us.

Sales, Accounts and Non-Support Roles:

Our Sales, Customer Service, Accounts and other non-critical functions will be closed from 12:00 on 24th December until 09:00 on 2nd January 2015. You can contact them as usual online and we'll deal with enquiries on a First Come, First Served basis. [ contact our team online ]

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