I'm putting together questions for potential suppliers, including overseas ones. A support window written as Monday to Friday isn't much use to our workshop unless I know the hours and time zone.
What wording have people actually found useful? I'd like to separate receiving a ticket from someone technical starting to investigate it, without writing an impossible promise into the enquiry.
Support hours in a robot quotation: whose time zone?
OwenRelay_ce0f76 · 9 Sept 2026, 17:43 UTC
3 replies
Replying to OwenRelay_ce0f76
I'd ask them to state the technical team's staffed hours with a time zone, then say what happens to a ticket sent outside those hours; starting an investigation and promising a repair by a deadline are different things to buy.
0pointsReplying to JackCarter1037
And whose holidays? Monday to Friday still leaves that unanswered.
0pointsReplying to JackCarter1037
Thanks, the distinction between investigation and repair is what I needed. I'll ask for the staffed window and holiday calendar first. An automatic acknowledgement outside that window would still be useful, provided it isn't counted as the technical response.
0pointsAdd to the discussion
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