A business-critical component is unavailable, or payroll or time and attendance systems cannot process transactions. The system is completely down.
INITIAL RESPONSE4 HOURS
SUPPORT CENTER
Clear response times.
Support when it matters.
See how we classify each case, our initial response targets, and the holidays observed by RENOVA.
Contact the support team ↗SEVERITY LEVELS
Every situation receives the right priority.
The customer can perform some transactions but encounters issues that make it difficult to complete certain payroll or attendance processes.
INITIAL RESPONSE8 HOURS
The system remains fully transactional, but the customer is experiencing a non-transactional issue or has a question.
INITIAL RESPONSENEXT BUSINESS DAY
Exploratory questions, requests for guidance, or situations that do not affect normal system processing.
INITIAL RESPONSETWO BUSINESS DAYS
AVAILABILITY
Technical support hours
Monday through Friday, excluding holidays, from 8:00 a.m. to 12:00 p.m. and 1:00 p.m. to 5:00 p.m.
Support outside these hours is available upon request and must be scheduled in advance.Contact the support team ↗SERVICE CALENDAR
Observed holidays 2026–2028.
| Holiday | 2026 | 2027 | 2028 | RENOVA | Federal Reserve |
|---|---|---|---|---|---|
| New Year's Day | January 1 | January 1 | January 1 | ✓ | ✓ |
| Epiphany | January 6 | January 6 | January 6 | ✓ | — |
| Martin Luther King Jr. Day | January 19 | January 18 | January 17 | ✓ | — |
| Washington's Birthday (Presidents Day) | February 16 | February 15 | February 21 | ✓ | — |
| Good Friday | April 3 | March 26 | April 14 | ✓ | — |
| Memorial Day | May 25 | May 31 | May 29 | ✓ | — |
| Juneteenth National Independence Day | June 19 | June 19 | June 19 | ✓ | — |
| Independence Day | July 4 | July 4 | July 4 | ✓ | ✓ |
| Labor Day | September 7 | September 6 | September 4 | ✓ | ✓ |
| Columbus Day | October 12 | October 11 | October 9 | ✓ | — |
| Veterans Day | November 11* | November 11* | November 11* | ✓ | — |
| Thanksgiving Day | November 26 | November 25 | November 23 | ✓ | ✓ |
| Christmas Day | December 25 | December 25 | December 25 | ✓ | ✓ |
* Observance may vary according to the applicable operating calendar.