# Support Hours

## Groupdesk Support Hours:

Monday to Friday: 9am – 5pm EST  
Saturday & Sunday: Closed  
  
*Within the support hours, we are able to answer most questions within an hour, and often reply much faster.*  
  
*due to COVID, our support hours will vary and responses will take longer than usual.*

## Groupdesk Holiday Hours:

Groupdesk will be **closed or have reduced hours** for the following statutory holidays.

2020:

- January 1, 2020 – New Years Day (Closed)
- February 17, 2020 – Family Day (Closed)
- April 10, 2020 – Good Friday (Closed)
- April 13, 2020 – Easter Monday (reduced support hours)
- May 18, 2020 – Victoria Day (Closed)
- July 1, 2020 – Canada Day (Closed)
- August 3, 2020 – Civic Holiday (Closed)
- September 7, 2020 – Labour Day (Closed)
- October 12, 2020 – Thanksgiving (Closed)
- December 25, 2020 – Christmas Day (Closed)
- December 26, 2020 – Boxing Day (Closed)

## What qualifies as an Emergency?

*If there is an emergency, please speak with your company team lead.*

|     |     |
| --- | --- |
| The Issue | Is this an Emergency? |
| **Bookings cannot be created** | **Yes – Report to your company lead** |
| **Multiple transactions cannot process** | **Yes – Report to your company lead** |
| **Groupdesk (AI or TI) is down** | **Yes – Report to your company lead** |
| Locked Records | No – Please submit on Intercom |
| Emails Not Sending | No – Please submit on Intercom |
| Unable to Attach Documents | No – Please submit on Intercom |
| Everything else | No – Please submit on Intercom |

Updated on August 31, 2020