Thirteen days a year
the office is closed.

How coverage works on these days

UOTech.co's office and standard helpdesk close on the thirteen days listed alongside. Email queues, scheduled work, and routine ticket intake pause until the following business day.

Emergency support runs 24 hours a day, 7 days a week, 365 days a year. Reach the on-call engineer at (516) 500-7789, option 2, any time of day. Severity 1 incidents, defined in your Master Services Agreement as those that take a production system offline or expose the business to imminent security risk, are always answered.

Time worked on a holiday is billed at the after-hours rate stated in your agreement, regardless of severity. This applies to phone support, remote remediation, and on-site response. Pre-scheduled project work performed on a holiday is billed at the same rate.

Reaching us on a closed day

Every request, emergency or not, must be logged as a ticket by emailing [email protected]. The email creates the ticket of record, captures the time of request, and routes the work to the on-call engineer. Requests made only by phone, text, or direct message to a staff member are not tracked and may not be worked.

For a severity 1 emergency, send the email first, then call (516) 500-7789 and choose the on-call option. The line is staffed 24/7. The phone call accelerates the response. The email is what gets the work done and billed correctly.

Non-emergency tickets are queued and worked the next business day. You can also open a ticket through the customer portal, which has the same effect as emailing support.

Contract reference

This page is the authoritative holiday schedule referenced in our Managed Services Agreement and Statements of Work. If the calendar on this page conflicts with a date written into a signed agreement, the signed agreement controls. Changes to this page do not amend any existing contract.

UOTech.co
100 Terminal Drive, Suite 39
Plainview, NY 11803
[email protected]
(516) 500-7789