"At what days and time do you provide Support?"
Answer examples and tips for RFPs

Introduction

The question "At what days and time do you provide Support?" is a common inquiry during the RFP process. This question seeks to understand the availability of customer support from the provider. The customer wants to ensure that the support team is available when needed and to align their operational requirements with the support schedule of the provider.

Similar questions related to this topic could include:

1. What are the different support channels available?
2. Is there an escalation process for critical issues?
3. How quickly can we expect a response from your support team?

Why is this asked?

This question is asked to ensure that the customer receives timely support when they encounter any issues or have queries regarding the product or service. It helps the customer understand the availability of support resources and align their support expectations with the provider's schedule.

The importance of this question to the customer lies in their need for prompt assistance. Delays in support can lead to downtime, productivity loss, and possible negative impacts on their own customer experience. Therefore, by knowing the days and times when support is available, the customer can plan accordingly and have peace of mind.

Key information to include in your Answer

1. Provide a clear and concise schedule of the customer support availability, mentioning the days and hours of operation.
2. Specify any variations in support availability, if applicable, such as different operating hours for different countries/regions.
3. Mention the preferred support channels through which the customer can reach out for assistance, such as phone, email, live chat, or ticketing system.
4. Highlight any emergency or 24/7 support options, if available, for critical or high-priority issues outside normal operating hours.
5. State the average response time or service level agreement (SLA) for different types of support inquiries.
6. If support is outsourced or provided by a third-party vendor, clarify that information and provide relevant contact details for the support provider.
7. If there are different tiers or levels of support available (e.g., basic, premium, enterprise), explain the differences in terms of response time and availability.
8. Provide examples of self-service resources or knowledge bases that customers can access outside of regular support hours.
9. Mention any proactive support initiatives, such as periodic check-ins or follow-ups to ensure customer satisfaction.
10. If support availability is subject to change (e.g., during holidays or emergencies), inform the customer of the communication channels or notifications they can expect to receive in such situations.

Example Answers

Example 1:

Yes, we provide customer support from Monday to Friday, between 9 AM and 5 PM Eastern Standard Time (EST). Our support team is available through phone, email, and live chat channels during these hours. For urgent issues outside our regular hours, we have a dedicated emergency hotline that you can reach 24/7.

Example 2:

Our support services are offered globally, and we have teams operating in different time zones to provide around-the-clock assistance. You can access customer support via phone, email, and ticketing system 24/7. We have an average response time of 2 hours for critical issues and 24 hours for non-urgent inquiries.

Example 3:

Unfortunately, our customer support is currently limited to Monday to Friday, 9 AM to 5 PM Pacific Standard Time (PST). However, we understand the importance of prompt assistance and are actively working on expanding our support hours to cover evenings and weekends. We apologize for any inconvenience caused and recommend utilizing our self-service knowledge base, which is available 24/7, as it contains detailed guides and troubleshooting steps that might help resolve common issues. We will keep you updated on any changes or improvements to our support schedule in the future.