What about out-of-hours or weekend support?
Standard support covers normal business hours. Out-of-hours and weekend support is available as an optional add-on for clients who need guaranteed cover. If you don’t have the add-on, urgent after-hours help is best-effort and charged at an agreed hourly rate.
- Pillar
- Support
- Service
- IT Support
- Topics
- itsupport
Out-of-hours IT support is not part of our standard agreement but can be added if needed.
For organisations like hospitality, retail, healthcare, events, or any operation that can not afford downtime, a 24/7 support add-on offers dedicated on-call assistance with defined response times and escalation procedures.
If you don’t have 24/7 coverage and a critical issue arises outside regular hours, you can still reach us. We’ll respond on a best-effort basis, meaning we’ll assist as quickly as possible, but response times are not guaranteed by contract. Any work performed is billed at a pre-agreed hourly rate.
Key points
- Out-of-hours and weekend support are not included in the standard contract.
- 24/7 optional add-on offers guaranteed coverage during nights, weekends, and holidays.
- Emergency assistance outside the add-on scope is provided on a best-effort basis.
- You can choose the coverage level that fits your operating hours and risk tolerance.
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