From Monday 31 August 2026, our support team is available 06:00 – 18:00 UTC (08:00 – 20:00 SAST), seven days a week.
Why we changed
Looking at when tickets and chats actually come in, the majority arrive within a concentrated part of the day, while our late hours were consistently quiet. Our busiest periods were also the ones where customers sometimes waited longest.
Rather than stretching the same team across a longer day, we've concentrated them on the hours that are genuinely busy — more people on shift when demand is highest, and shorter waits when it matters.
What this means
- Live chat is available 24/7. Our team is on chat during the hours above. Outside them our AI assistant handles chat, resolving common questions immediately and logging anything else for the team to pick up at the start of the next shift.
- Support tickets are answered during team hours, every day including weekends.
- Monitoring is unaffected. Server and network monitoring runs around the clock as it always has.
We'll keep reviewing these hours as demand shifts.