Schedules

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2. Handbook
3. Support Team Handbook
4. Support Operations Team
5. Support Operations Documentation
6. Schedules

On this page

• Overview
• GitLab Schedules
  • Business Hours
  • EMEA
  • AMER
  • APAC
  • Low Priority Tickets
• Holidays

Overview

Schedules in Zendesk are like schedules in most other things: windows of time. We use these to determine business hours and various regional working hours.

GitLab Schedules

Business Hours

• Timezone: Pacific Time (US & Canada)
• Sunday: 1500-2400
• Monday: 0000-2400
• Tuesday: 0000-2400
• Wednesday: 0000-2400
• Thursday: 0000-2400
• Friday: 0000-1900
• Saturday: Closed

EMEA

• Timezone: Amsterdam
• Sunday: Closed
• Monday: 0800-1800
• Tuesday: 0800-1800
• Wednesday: 0800-1800
• Thursday: 0800-1800
• Friday: 0800-1800
• Saturday: Closed

AMER

• Timezone: Pacific Time (US & Canada)
• Sunday: Closed
• Monday: 0500-1700
• Tuesday: 0500-1700
• Wednesday: 0500-1700
• Thursday: 0500-1700
• Friday: 0500-1700
• Saturday: Closed

APAC

• Timezone: Brisbane
• Sunday: Closed
• Monday: 0900-2200
• Tuesday: 0900-2200
• Wednesday: 0900-2200
• Thursday: 0900-2200
• Friday: 0900-2200
• Saturday: Closed

Note: Brisbane was chosen as the reference timezone for APAC as daylight saving time is not observed there.

Low Priority Tickets

• Timezone: Pacific Time (US & Canada)
• Sunday: 1500-2400
• Monday: 0000-2400
• Tuesday: 0000-2400
• Wednesday: 0000-2400
• Thursday: 0000-2400
• Friday: 0000-1900
• Saturday: Closed

Holidays

All schedules should utilize the same holidays. The ones we currently put into Zendesk are:

• Easter (this is a "movable feast" holiday, so it changes each year)
• Christmas (December 25th)
• New Years Day (January 1st)

On those day, the schedules "stop", which results in the SLA clock not moving. This allows for Support to actually have those holidays "off".