Support Desk hours are Monday to Friday, 9:00 am to 6:00 pm Eastern. Service Level Agreements in place with specific customers may vary. The holidays observed by Think Ministry are below. Remember, our corporate office hours and holiday schedule may not coincide with those at your organization.
If your servers are managed by a hosting company, their support time frame is independent of ours. Please review your agreement with them for more details.
We do not monitor the Support Desk ticket queue outside of normal Support hours. If you submit a ticket outside our Support Desk hours, including on a Think Ministry holiday, the ticket will be reviewed at the start of the next business day. If your concern cannot wait until Support reopens, the auto-response email you receive after submitting a ticket will provide information for requesting off-hours assistance. It is important to note that hourly rates are likely to apply if off-hours assistance is provided, defined by your Service Level Agreement.
Below is a list of holidays that Think Ministry, Inc. observes. Assistance provided on a holiday is considered off-hours support and is subject to hourly rates. If a holiday falls on a Saturday, we observe it on the preceding Friday. If a holiday falls on a Sunday, we observe it on the following Monday.