For information on how to contact Support, please refer to the Contact Support article.
Support Hours
Support is available a minimum of 8 hours per day, 5 days per week (M-F) with the exception of office closures.
Additional support is available depending on your subscription. Core/Starter Support has just the minimum 8 hours, Enterprise Support is available 12 hours per day, and Ultimate Support is available 16 hours per day. The chart below provides the hours for a few example time zones:
| IST | UK | Eastern | Central | Pacific | |
| Core/Starter/Foundation | 7:30pm - 3:30am | 2pm - 10pm | 9am - 5pm | 8am - 4pm | 6am - 2pm |
| Enterprise/Advanced | 6:30pm - 6:30am | 1pm - 1am | 8am - 8pm | 7am - 7pm | 5am - 5pm |
| Ultimate/Global | 2:30pm - 6:30am | 9am - 1am | 4am - 8pm | 3am - 7pm | 1am - 5pm |
24x7 Support for P0/P1 Incidents
P0 and P1 refer to "complete outage", as in one or more parts of our platform are completely unavailable. For example, no one is able to sign in or a page in Studio fails to load for all users.
Customers with Enterprise Support and Ultimate Support can report P0/P1 incidents by phone at +1-888-674-1158 (US Toll-Free, fees may apply to international calls) or +44 20 8629 1268 (local UK rates). Customers call this number and leave a voicemail describing their P0/P1 incident and an alert is triggered (24 hrs a day, 365 days a year) to an on-call team that is set up to respond per the defined P0/P1 SLA.
Notable Dates 2022
|
Date |
Occasion |
Support Availability |
|
Mon Jan 03 |
New Year's Day (UK) |
Support response times during UK hours may be delayed |
|
Mon Jan 17 |
Martin Luther King Jr. Day (US) |
Support on this day will be limited to Platform and Security incidents |
|
Fri Jan 28 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Mon Feb 21 |
President's Day (US) |
Support on this day will be limited to Platform and Security incidents |
|
Fri Feb 25 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Fri Mar 18 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Fri Apr 15 |
Good Friday (UK) |
Support response times during UK hours may be delayed |
|
Mon Apr 18 |
Easter Monday (UK) |
Support response times during UK hours may be delayed |
|
Fri Apr 29 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Mon May 02 |
Early May Bank Holiday (UK) |
Support response times during UK hours may be delayed |
|
Fri May 27 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Mon May 30 |
Memorial Day (US) |
Support on this day will be limited to Platform and Security incidents |
|
Thurs June 02 |
Spring Bank Holiday (UK) |
Support response times during UK hours may be delayed |
|
Fri Jun 03 |
Queen's Platinum Jubilee (UK) |
Support response times during UK hours may be delayed |
|
Fri Jun 17 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Mon Jul 04 |
Independence Day (US) |
Support on this day will be limited to Platform and Security incidents |
|
Fri Jul 29 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Fri Aug 26 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Mon Aug 29 |
Summer Bank Holiday (UK) |
Support response times during UK hours may be delayed |
|
Mon Sep 05 |
Labor Day (US) |
Support on this day will be limited to Platform and Security incidents |
|
Fri Sep 23 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Fri Oct 28 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Fri Nov 11 |
Veteran's Day (US) |
Support on this day will be limited to Platform and Security incidents |
|
Wed Nov 23 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Thurs-Fri Nov 24-25 |
Thanksgiving (US) |
Support on this day will be limited to Platform and Security incidents |
|
Fri Dec 23 |
Distancing Day* |
Support on this day will be limited to Platform and Security incidents |
|
Mon Dec 26 |
Christmas Day (in lieu) |
Support on this day will be limited to Platform and Security incidents |
|
Tue Dec 27 |
Boxing Day (UK) (in lieu) |
Support response times during UK hours may be delayed |
*Distancing Day is a monthly holiday observed by Firstup to help support our staff.
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