Question
- What are the customer support hours during the 2024 holiday season?
- Are you open on Christmas or New Year’s Day?
- How long will it take to get a response during the holidays?
Answer
Customer support will operate on the following schedule during the 2024 holiday season:
| Date | Hours Of Operation |
| December 24th (Christmas Eve) | 5 AM to 5 PM PT |
| December 25th (Christmas Day) | Closed |
| December 26th (Boxing Day) | Closed |
| December 27th to December 31st | 5 AM to 5 PM PT |
| January 1st (New Year’s Day) | Closed |
| January 2nd onwards | 5 AM to 5 PM PT |
On Christmas Eve (December 24th) and New Year’s Eve (December 31st), we will prioritize and triage all urgent payroll emails to ensure they are addressed promptly. For all other emails, responses will be provided upon reopening within 48 business hours of receiving the email.
For example, if you send an email on Christmas Day (December 25th), you can expect a first response by the end of business hours on December 29th unless a member of our team marks the request as urgent.
Additional Information
Suppose you’re looking for quick answers to simple questions (such as updating positions, scheduling shifts, permission-based questions, etc.). In that case, we highly recommend leveraging Astra, our virtual support agent, which has a 70% success rate in resolving inquiries.
If you still need assistance after using Astra, type the word “human,” and your query will be escalated to an agent. Upon our return, we will respond to escalated inquiries based on priority within 48 hours.
Comments
12 comments
The banner for this link is overriding access to the website
It's hard to get access to the other stores due to the banner.
Please fix the banner!
Can you please remove the banner. I cant do payroll and access other stores. Thank you
Cannot access the other stores due to banner!
We need to be able to close the banner
remove the banner PLEASE!
Same comment as the others - the banner does not clear and to access the other features, we need to close the program, open it and be very quick to click to the tabs. Please correct, hard to meet your payroll processing deadline today when we have to keep doing this.
banner needs to go!
There is no option to close the banner, please fix.
Hi everyone!
Thanks for bringing this to our attention. We’ve just updated the banner—if you refresh your screen, it should now disappear. We’re making a few adjustments, and when the banner reappears, you’ll notice an “X” in the top-right corner, allowing you to dismiss it permanently.
Wishing you all a wonderful holiday season! 🎄✨
Hi all,
Some more guidance, the "x" int he top right corner is very dark and hard to see, but it is there! It just worked for me.
Thanks for your help James!
L'Chaim,
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