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Customer Support and Services Guide

OrderFlow Ltd.

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Document Built: 2025-06-10

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Out of Hours

Out of Hours Support

Many of our customers run their warehouse operations outside standard UK office hours, our support services reflect that.

Customers can raise support tickets outside of office hours in the normal way. If one of our customer's nominated contacts calls the support number with a business critical issue during the 'Out of Hours' window they will be given the option of requesting that our support team be contacted to progress the ticket.

If you raise a ticket out of office hours, but choose not to initiate a support request through the dedicated support number, the ticket will be progressed the next working day.

Week days

Times Support Cover
00:00 to 09:00 OOH Support
09:00 to 17:30 Standard Support
17:30 to 24:00 OOH Support

Weekends and National Holidays

Times Support Cover
24 hours OOH Support

A Note on Charges

Note that any chargeable work that is initiated through the out of hours support process will be billed at > 1.5 times our standard rate.

A minimum of one hour of support time will be booked each time this service is used.

Callers will be reminded of this and will be asked whether they want to initiate an out of hours support request on this basis.

We cannot guarantee that we will always be able to provide immediate response through this service. As a result we are not imposing any standing charge for this service. However we do aim to respond within 30 minutes of having been contacted.

Scheduled out of hours support

On occasion upgrades and other configuration work may be scheduled outside of normal business hours. As with unscheduled support, this work will be billed at 1.5 times our standard rate, with a minimum time booking of one hour.