For information on how to contact Firstup 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. Foundation/Email/Starter/Core Support has just the minimum 8 hours, Advanced/Enterprise Support is available 12 hours per day, and Global/Ultimate/Titanium Support is available 16 hours per day. The chart below provides the hours for a few example time zones:
| Support Tier | IST | UK | Eastern | Central | Pacific |
|
7:30pm - 3:30am | 2pm - 10pm | 9am - 5pm | 8am - 4pm | 6am - 2pm |
|
6:30pm - 6:30am | 1pm - 1am | 8am - 8pm | 7am - 7pm | 5am - 5pm |
|
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 Advanced Support and Global 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.
Office Closures 2023
|
Date |
Occasion |
Support Availability |
|
Mon Jan 02 |
New Year's Day (observed - All) |
P0/P1 Support Only |
|
Mon Jan 16 |
Martin Luther King Jr. Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Jan 27 |
Distancing Day* (All) |
Reduced staffing levels |
|
Mon Feb 20 |
President's Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Feb 24 |
Distancing Day* (All) |
Reduced staffing levels |
|
Fri Mar 24 |
Distancing Day* (All) |
Reduced staffing levels |
|
Fri Apr 7 |
Good Friday (UK & Belfast) |
P0/P1 Support with limited hours for non-P0/P1: 6am-5pm PT |
|
Mon Apr 10 |
Easter Monday (UK & Belfast) |
P0/P1 Support with limited hours for non-P0/P1: 6am-5pm PT |
|
Fri Apr 28 |
Distancing Day* (All) |
Reduced staffing levels |
|
Mon May 01 |
Early May Bank Holiday (UK & Belfast) |
P0/P1 Support with limited hours for non-P0/P1: 6am-5pm PT |
|
Mon May 08 |
Bank holiday for the coronation of King Charles III (UK & Belfast) |
P0/P1 Support with limited hours for non-P0/P1: 6am-5pm PT |
|
Fri May 26 |
Distancing Day* (All) |
Reduced staffing levels |
|
Mon May 29 |
Memorial Day (US) and Late May Bank Holiday (UK & Belfast) |
P0/P1 Support Only |
|
Mon Jun 19 |
Juneteenth (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Jun 23 |
Distancing Day* (All) |
Reduced staffing levels |
|
Tue Jul 04 |
Independence Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Jul 28 |
Distancing Day* (All) |
Reduced staffing levels |
|
Fri Aug 25 |
Distancing Day* (All) |
Reduced staffing levels |
|
Mon Aug 28 |
Summer Bank Holiday (UK & Belfast) |
P0/P1 Support with limited hours for non-P0/P1: 6am-5pm PT |
|
Mon Sep 04 |
Labor Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Sep 29 |
Distancing Day* (All) |
Reduced staffing levels |
|
Fri Oct 27 |
Distancing Day* (All) |
Reduced staffing levels |
|
Fri Nov 10 |
Veteran's Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Wed Nov 22 |
Distancing Day* (All) |
Reduced staffing levels |
|
Thurs-Fri Nov 23-24 |
Thanksgiving (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Dec 22 |
Distancing Day* (All) |
Reduced staffing levels |
|
Mon Dec 25 |
Christmas Day (US) |
P0/P1 Support Only |
|
Tue Dec 26 |
Boxing Day (UK & Belfast) |
P0/P1 Support with limited hours for non-P0/P1: 6am-5pm PT |
*Distancing Day is a monthly office closure during the 2023 year to help support our staff. The closure is effective for all offices unless noted otherwise.
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