Service Hours and Time Zone

Purpose of This Manual

This guide explains how INTROSERV's time zone affects request processing and task completion. We aim to clarify when our support team is available and how time differences impact your experience.

Understanding Time Zones and INTROSERV Operating Hours

INTROSERV Primary Operating Zone

INTROSERV operates in Central European Time (CET / UTC+1) during standard hours and Central European Summer Time (CEST / UTC+2) during daylight saving period. Our support structure consists of multiple teams working around the clock to ensure consistent service delivery.

Support Team Availability:

Support Level	Team Members	Availability	Responsibilities
Level 1 Support	Support Specialists	00:00 - 06:00 *	Providing comprehensive client support through chats and tickets, including initial server diagnostics for downtime, managing financial and order fulfillment inquiries, maintaining the FAQ, handling customer complaints, and creating requests for datacenter technicians
L2 Support	Support Engineers	06:00 - 00:00 (Seven days a week)	Processing client requests: Chats/Tickets. FAQ. Server diagnostics upon unavailability. Financial issues. Order processing/issuance. Complaint handling. Technical requests (non-typical, diagnostics)
Level 2 Support	Data center Technicians	Monday-Friday, 08:00-17:00 DC local time	Infrastructure, server management, technical incidents
L2 Support	Billing	Monday-Friday, 09:00-18:00 CET/CEST	Financial aspects of client accounts: automated invoicing, payments
Level 3 Support	System Administrators	Monday-Friday, 08:00-22:00 CET/CEST	Technical issues, integrations, content tasks, complex support, escalated requests from L2 support

*Level 1 Support Specialists operate 00:00-06:00 CET on weekdays only. Requests submitted during Saturday-Sunday nights and Sunday-Monday nights (00:00-06:00 CET) are held and processed first thing Monday morning at 06:00 CET.

** Support Engineers (Level 2) work 06:00-00:00 CET, seven days a week, including weekends.

Key Notes:

• All timestamps in your account and tickets are displayed in CET/CEST, regardless of your local timezone
• Public holidays: we work 365 days a year without holidays or weekends. If a datacenter's technical team has limited availability due to local holidays, our team handles support using alternative resources.
• Emergency tickets may trigger out-of-hours response from specialized teams when critical systems are affected

How Time Zone Differences Affect Your Requests

INTROSERV provides support around the clock, regardless of your location. Your request will be received and processed in our system immediately upon submission.

Info: All ticket timestamps are recorded and displayed in CET/CEST (Central European Time). This remains consistent regardless of your local timezone.

What Happens to Your Request:

Your Time (Example)	CET Equivalent	Who Responds	What Happens
Monday 09:00 EST	Monday 14:00 CET	Level 2 Support*	Acknowledged within 10 min. Processing begins immediately for urgent/critical issues (if assigned team is available), or in queue order for standard requests.
Monday 16:00 PST	Tuesday 01:00 CET	Level 1 Support	Acknowledged within 10 min. Held until Tuesday 06:00 CET (blackout period), then escalated to Level 2
Tuesday 10:00 JST	Tuesday 02:00 CET	Level 1 Support**	Held until Tuesday 06:00 CET, then processed
Wednesday 12:00 AEST	Tuesday 22:00 CET	Level 2 Support*	Acknowledged within 10 min. Processing begins immediately for urgent/critical issues (if assigned team is available), or in queue order for standard requests.

* Level 2 availability depends on assigned team:

• System Administrators: Monday-Friday, 08:00-22:00 CET/CEST
• Billing: Monday-Friday, 09:00-18:00 CET/CEST
• Data center technicians: Monday-Friday, 08:00-17:00 local time Processing depends on your request type and assigned team availability.

**Requests submitted during Saturday to Sunday nights or Sunday to Monday nights (00:00–06:00 CET) are held and processed first thing Monday morning at 06:00 CET.

Response Timeline:

• First response (ticket): Up to 10 minutes
• First response (chat): Up to 5 minutes
• Status update: Within 15 minutes of submission
• Basic issues (standard billing procedures, orders, FAQ): Usually resolved within 1 hour
• Technical issues: First response within minutes. Processing queued by priority level, resolution may take 1–2 hours or longer depending on complexity
• Complex issues requiring coordination: Queued by priority, may take longer, you'll receive status updates throughout

Key Principle: Your request will be received immediately upon submission by our support team. All timestamps in your ticket display in CET/CEST. To understand when your request will be processed by specialized teams, calculate the difference between your local timezone and CET/CEST using savvytime.com/converter or any online timezone converter

Around-the-Clock Support Coverage

INTROSERV maintains continuous support through multiple teams to ensure your requests are always being handled. Response Guarantee:

• All ticket requests receive acknowledgment within 10 minutes, 24/7
• All chat requests receive acknowledgment within 5 minutes, 24/7
• Status updates provided within 15 minutes of submission
• Most issues (60–85%) are resolved on first contact
• Complex issues are escalated immediately to specialized teams

Blackout Periods: The only times with reduced responsiveness are Saturday to Sunday nights and Sunday to Monday nights (00:00–06:00 CET). During these periods, requests are held and processed first thing Monday morning at 06:00 CET.

When to Expect Resolution:

• Billing, orders, basic support: Usually within 1 hour
• Server diagnostics & technical issues: Within 1–2 hours or longer
• Datacenter work: Scheduled during datacenter business hours or handled immediately for emergencies

We work 365 days a year. Public holidays don't stop us – your requests are always prioritized.

Visual Reference Guide

INTROSERV Ticket Timestamps: Always displayed in CET/CEST (Frankfurt time)

When it's 12:00 CET (Noon in Frankfurt):

• London (GMT): 11:00
• New York (EST): 07:00
• Dubai (GST): 15:00
• Singapore (SGT): 19:00
• Tokyo (JST): 20:00
• Sydney (AEDT): 22:00
• São Paulo (BRT): 10:00

Request Submission Timeline Example

Real-World Scenario: You are in Los Angeles (PST, UTC-8). You submit a request on Monday, 16:00 PST (which is Tuesday, 01:00 CET in Frankfurt).

Timeline:

• Monday 16:00 PST = Tuesday 01:00 CET → Request received and acknowledged within 10 minutes by Level 1 Support
• Tuesday 06:00 CET = Monday 02:00 PST → Level 2 specialists begin processing (queued by priority if not urgent)
• Work period: Tuesday 13:00–15:30 CET = Monday 05:00–07:30 PST
• Duration: 2.5 hours (same time span in both timezones)

Your ticket shows: Tuesday 15:30 CET (the completion time in our system)

Timezone Calculation Examples

Scenario	Your Local Time	CET/CEST Equivalent	What Happens
Submitting from New York	Tuesday 10:00 EST	Tuesday 15:00 CET	Level 2 working, request processed immediately (queued by priority if not urgent)
Submitting from Tokyo	Wednesday 02:00 JST	Tuesday 18:00 CET	Level 2 working, request processed immediately (queued by priority if not urgent)
Submitting from Sydney	Thursday 08:00 AEDT	Wednesday 21:00 CET	Level 2 working (evening shift). Request processed immediately or queued by priority.
Submitting from São Paulo	Tuesday 20:00 BRT	Wednesday 00:00 CET	Level 1 holding (blackout), processed Wednesday 06:00 CET

Level 2 availability varies by team:

• Data center technicians: Monday-Friday, 08:00-17:00 local time
• Billing: Monday-Friday, 09:00-18:00 CET/CEST
• System Administrators: Monday-Friday, 08:00-22:00 CET/CEST