Opening Hours
We guarantee professional and personal support services in English 24/7 throughout the year including Bank holidays, Christmas and New Year.
Operational issues requiring immediate attention outside office hours must be raised directly by calling our Hotline Support Phone according to your SLA (Service Level Agreement). Please have your PPS username ready.
For normal inquiries and immediate support our Support Department’s Opening Hours are as follow:
Daylight Saving Time (DST)
Monday – Friday:
Normal Office Hours:
05.00 UTC – 16.00 UTC
Urgent inquiries from 16.00 UTC to 05.00*
Weekends:
Hotline 24H*
Outside DST
Monday – Friday:
Normal Office Hours
06.00 UTC – 17.00 UTC
Urgent inquiries from 17.00 UTC to 06.00*
Weekends:
Hotline 24H*
*You will be transferred to our Hotline telephone and can expect help/support to be initiated within 1 hour.
You can expect a response on e-mail within 1-3 working days. Should you have found a solution before we respond, please reply in order for us to close your ticket.