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
  • Emergency Support Hours
• 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: Closed
• Monday: 0500-1700
• Tuesday: 0500-1700
• Wednesday: 0500-1700
• Thursday: 0500-1700
• Friday: 0500-1700
• Saturday: Closed

Emergency Support Hours

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

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".