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 · 2026年9月9日 17:43 UTC
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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.
0分And whose holidays? Monday to Friday still leaves that unanswered.
0分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.
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