CX Working Hours & Response Time SLA
Article Type: Internal Reference Audience: Support Agents Visibility: Internal Only
CX Working Hours
| Market | Phone support hours | Email / ticket hours |
|---|---|---|
| SE / NO / DK | Mon–Fri 10:00–16:00, closed 13:00–14:00 for lunch | Mon–Fri during business hours |
| UK | Mon–Fri 10:00–16:00 (UK time), closed 13:00–14:00 for lunch | Mon–Fri during business hours |
| DE / AT | Mon–Fri 10:00–13:00 | Mon–Fri during business hours |
| IT / FR / ES / NL / FI | Email only | Mon–Fri during business hours |
SLA Targets — First Response
| Ticket priority | Target first response |
|---|---|
| Urgent (deadline, event, express request) | Same business day |
| Standard (reclaim, order change, invoice, missing order) | Within 1 business day |
| Low (general enquiry, product question) | Within 2 business days |
| B2B quote request | Within 2 hours |
When SLA Is at Risk
If a ticket is approaching its SLA deadline and you cannot resolve it in time:
- Send a holding reply to the customer acknowledging their message and letting them know you are looking into it
- Alert Team Lead so they are aware
- Prioritise resolving or escalating the ticket
A holding reply counts as a first response and resets the SLA timer.