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HelpDesk Hours Our standard hours of support are from 8 : 00 a . m . EST to 8 : 00 p .m . EST , Monday to Friday, excluding designated statutory holidays . Support is available from 8 : 00 p .m . EST through to 8 : 00 a . m . EST and is billable on an hourly basis . Support hours may vary by specific product line . Weekend assistance is available and must be scheduled in advance and in most cases is billable . Response Times Response times will vary and are dependant on the priority of the call . We do our best to ensure that we deal with incoming calls in the order that they are received, however calls will be escalated based on the urgency of the issue reported . Our response time guidelines are as follows : Priority 1 : 1 - 4 hours Priority 2 : 1 - 8 hours Priority 3 : 1 - 24 hours Call Priorities In an effort to assign our resources to incoming calls as effectively as possible, we have identified three types of call priorities , 1 , 2 & 3 . A Priority 1 call is deemed by our support staff to be an Urgent or High Priority call , Priority 2 is classified as a Medium Priority and Priority 3 is deemed to be a Low Priority . The criteria used to establish guidelines for these calls are as follows : Priority 1 — High • System Down ( Software Application, Hardware, Operating System, Database) • Inability to process payroll checks • Inability to process accounts payable checks • Inability to process bills • Program errors without workarounds • Incorrect calculation errors impacting a majority of records • Aborted postings or error messages preventing data integration and update • Performance issues of severe nature impacting critical processes • Hand-held interface issues preventing billing 43