Support days, clearly set out.
Know how our support dates and first-response targets work, including closures and the Asia/Jerusalem time zone.
Support days and time zone#
Support is asynchronous in English, Monday–Friday. Saturday and Sunday are closed. There are no fixed live-support hours, no 24/7 customer-support promise, no uptime commitment and no guaranteed resolution time. Requests may be submitted at any time.
The calendar uses Asia/Jerusalem: UTC+02:00 in winter and UTC+03:00 during Israeli daylight saving time. Use the time-zone rules automatically rather than a fixed UTC offset.
The manager selected the closures below as the business's support policy. This is not a general statement of Israeli employment law or a school/public-sector vacation calendar. Each listed closure covers the entire local civil date, including holiday eves, rather than only the period after sunset. A holiday on Saturday or Sunday does not create a substitute weekday closure.
Recurring closures#
| Occasion | Closed days |
|---|---|
| Pesach | Eve and first day |
| Seventh day of Pesach | Eve and seventh day |
| Independence Day | Entire Yom Hazikaron and Independence Day |
| Shavuot | Eve and holiday |
| Rosh Hashanah | Eve and both holiday days |
| Yom Kippur | Eve and holiday |
| Sukkot | Eve and first day |
| Shemini Atzeret / Simchat Torah in Israel | Eve and the combined Israeli holiday |
Chol Hamoed is a support period when it falls Monday–Friday, except for the holiday eves listed above. Other fast days, including Tisha B'Av, remain support days when they fall Monday–Friday. Purim/Shushan Purim, Hanukkah, Tu Bishvat, Lag BaOmer, Yom Hashoah, Yom Yerushalayim and Isru Chag do not create additional closures.
Remaining 2026#
The eve of Shemini Atzeret / Simchat Torah was Friday, 2026-10-02. The holiday is Saturday, 2026-10-03, already a closed weekend day. From the approval date through 2026-12-31 there are no additional holiday closures under this policy; Saturday/Sunday closures still apply.
2027 closures#
Weekend dates are retained below to make the holiday policy explicit. They do not add a replacement day off.
| Occasion | Eve or preceding closure | Holiday |
|---|---|---|
| Pesach | Wednesday, 2027-04-21 | Thursday, 2027-04-22 |
| Seventh day of Pesach | Tuesday, 2027-04-27 | Wednesday, 2027-04-28 |
| Independence Day | Tuesday, 2027-05-11, Yom Hazikaron | Wednesday, 2027-05-12 |
| Shavuot | Thursday, 2027-06-10 | Friday, 2027-06-11 |
| Rosh Hashanah | Friday, 2027-10-01 | Saturday, 2027-10-02 and Sunday, 2027-10-03 |
| Yom Kippur | Sunday, 2027-10-10 | Monday, 2027-10-11 |
| Sukkot | Friday, 2027-10-15 | Saturday, 2027-10-16 |
| Shemini Atzeret / Simchat Torah | Friday, 2027-10-22 | Saturday, 2027-10-23 |
Counting the response target#
The effective receipt date is day zero. Count the first, second or third subsequent support date according to priority. Requests on a closed date move to the next support date, which is still day zero. The target is the end of that local civil date.
See the support policy for priorities and examples. Mandatory incident/privacy deadlines are separate from support closures.
Calendar changes#
Changes require a stated effective date and coordinated policy/support-system updates. Changes do not retroactively alter targets already communicated for existing tickets. The next year must be reviewed before the covered year ends.