Remote Support Scheduling
Support hours and expected response times
When we are available, how priorities work, and what happens after hours.
Help center
Standard coverage runs Monday through Friday, 7:30 AM to 4:30 PM Eastern. Response clocks in the portal count only these business hours, so a ticket opened at 4:00 PM continues counting the next morning.
- Choose Urgent only when work is fully stopped for multiple people or a hearing is at risk — it moves you to the front of the queue.
- Choose High when one person cannot work, Normal for everything that has a workaround, and Low for requests and questions.
- Watch the response and resolution badges on your ticket in the portal — they show exactly where the clock stands.
- When we reply and are waiting on you, the clock pauses. Your reply restarts it, so answer questions in one message when you can.
For an emergency outside business hours, open an urgent ticket and call the number on your service agreement. Email alone is not monitored after hours.
Updated 2026-08-31