Support hours and holidays
Updated last month
Gratona provides support through chat and email, with calls available by appointment. This page explains our standard support hours, response target and holiday coverage. If your service agreement includes different support terms, those terms apply.
Regional business hours
Our standard support windows are Monday–Friday, excluding observed US public holidays. Each region uses the reference time zone shown below.
Region | Business-hour support window | Reference time zone |
|---|---|---|
EMEA — Europe | 09:00–17:00 | Central European Time (CET/CEST) |
EMEA — Middle East and Africa | 09:00–17:00 | East Africa Time (EAT, UTC+3) |
Americas — Eastern | 09:00–17:00 | US Eastern Time (ET, EST/EDT) |
Americas — Pacific | 09:00–17:00 | US Pacific Time (PT, PST/PDT) |
Asia-Pacific | 14:00–17:00 | Singapore Time (SGT, UTC+8) |
Central European, US Eastern and US Pacific hours follow local daylight-saving changes. EAT and SGT stay fixed year-round. If you use another time zone, convert the listed window to your local time.
You can submit a request at any time. Routine requests are handled during support hours.
Response times
We aim to provide an initial response to routine support requests by the next business day. This is a response target, not a guaranteed resolution time. Resolution depends on the issue and any information needed to investigate it.
Weekends and observed US public holidays do not count as normal support business days. During the reduced Christmas–New Year coverage described below, routine responses may take longer.
Christmas and New Year
Support operates at reduced capacity between Christmas and New Year’s Day. Please arrange time-sensitive onboarding, migrations, training and booked calls in advance, and allow additional time for routine replies during this period.
Languages and booked calls
Chat and email support are available in all major languages. Booked support calls are conducted in English.
Contacting support
Use the in-app chat or your existing Gratona support email conversation. Include your organisation name, the affected workflow, when the problem started and any error message. If an issue blocks your team from working, explain the impact so we can assess its priority. Do not include passwords or payment-card details.
Any contractual response-time or service-availability commitments are set out in your service agreement.
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Last updated: 2 October 2026