For information on how to contact Firstup Support, please refer to the Contact Support article.
Support Hours
Self-service support resources are available from our Help Center 24 hours per day, 365 days per year.
Assisted support is available for a minimum of 8 hours per day, 5 days per week (Mon-Fri) with the exception of office closures. Additional assisted support is available depending on your Support subscription.
Regions
Assisted support hours are based on your organization's preferred Primary Region. The current regions in which we provide assisted support are as follows:
- EMEA
- US East
- US West
✝ We do not currently have assisted support in the APJ region. We allow organizations based in that region to specify a Primary Region of APJ, but until we have assisted support in that region, organizations with a Primary Region of APJ will follow the EMEA region for supported hours and office closures.
Support Subscription & Region Mapping
Support subscriptions determine the assisted support hours available, as well as specific support entitlements and SLA targets. For assisted support hours, the combination of the Support Subscription and Primary Region will determine the assisted support hours and holidays followed:
Support Subscription Name | Primary Region | Assisted Support Hours | Holidays followed for Office Closures |
Foundation Including legacy packages:
|
EMEA (or APJ✝) |
8 hours, Mon-Fri (8x5) 9am-5pm, London Time |
UK and All-Company Holidays |
US East |
8 hours, Mon-Fri (8x5) 9am-5pm, US Eastern Time |
US and All-Company Holidays | |
US West |
8 hours, Mon-Fri (8x5) 9am-5pm, US Pacific Time |
||
Accelerate Including legacy packages:
|
EMEA (or APJ✝) |
12 hours, Mon-Fri (12x5) 9am-9pm, London Time |
UK and All-Company Holidays |
US East or US West |
12 hours, Mon-Fri (12x5) 8am-8pm, US Eastern Time |
US and All-Company Holidays | |
Elevate Including legacy packages:
|
EMEA (or APJ✝) |
16 hours, Mon-Fri (16x5) 9am-1am, London Time |
UK and All-Company Holidays |
US East or US West |
16 hours, Mon-Fri (16x5) 1am-5pm, US Pacific Time |
US and All-Company Holidays |
Therefore, if you know your organization's Support Subscription and Primary Region, this will give you the supported hours and holidays observed (listed below).
- For example, if your organization has the Accelerate Support Subscription, and the preferred Primary Region of EMEA, then assisted support is available from: 9am-9pm, Mon-Fri, observing UK and all-company holidays.
Office Closures and Holidays 2024
Date |
Occasion |
Support Availability |
Mon Jan 01 |
New Year's Day (All) |
Support for Sev1 & Sev2 platform incidents** only |
Mon Jan 15 |
Martin Luther King Jr. Day (US) |
Support for Sev1 & Sev2 platform incidents** only during US hours (9am-5pm PT) |
Mon Feb 19 |
President's Day (US) |
Support for Sev1 & Sev2 platform incidents** only during US hours (9am-5pm PT) |
Fri Mar 29 |
Good Friday (UK) |
Support for Sev1 & Sev2 platform incidents** only during UK hours (1am-6am PT). |
Mon Apr 01 |
Easter Monday (UK) |
Support for Sev1 & Sev2 platform incidents** only during UK hours (1am-6am PT). |
Mon May 06 |
Early May Bank Holiday (UK) |
Support for Sev1 & Sev2 platform incidents** only during UK hours (1am-6am PT). |
Mon May 27 |
Memorial Day (US) and Late May Bank Holiday (UK) |
Support for Sev1 & Sev2 platform incidents only** |
Wed Jun 19 |
Juneteenth (US) |
Support for Sev1 & Sev2 platform incidents** only during US hours (9am-5pm PT) |
Thurs Jul 04 |
Independence Day (US) |
Support for Sev1 & Sev2 platform incidents** only during US hours (9am-5pm PT) |
Mon Aug 26 |
August Bank Holiday (UK) |
Support for Sev1 & Sev2 platform incidents** only during UK hours (1am-6am PT). |
Mon Sep 02 |
Labor Day (US) |
Support for Sev1 & Sev2 platform incidents** only during US hours (9am-5pm PT) |
Mon Nov 11 |
Veteran's Day (US) |
Support for Sev1 & Sev2 platform incidents** only during US hours (9am-5pm PT) |
Thurs-Fri Nov 28-29 |
Thanksgiving (US) |
Support for Sev1 & Sev2 platform incidents** only during US hours (9am-5pm PT) |
Wed Dec 25 |
Christmas Day (All) |
Support for Sev1 & Sev2 platform incidents only** |
Thurs Dec 26 |
Boxing Day (UK) |
Support for Sev1 & Sev2 platform incidents** only during UK hours (1am-6am PT). |
** Sev1 & Sev2 definitions can be found here: Platform Service Level Agreement
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