RESPONSE TIME AND HOLIDAYS
As a reference for response time, we're sharing how incidents are categorized by severity and this year's holidays.
Case Type:
CRITICAL
Definition:
A critical issue occurs when a business-critical software component is down or payroll or time-tracking software cannot process transactions. In these events, the system is completely down.
Response:
4 HOURS
Case Type:
HIGH
Definition:
A high-severity issue refers to transactional events in which the customer can perform some transactions in their payroll or attendance software but experiences issues that make it difficult for them to complete certain transactions.
Response:
8 HOURS
Case Type:
MEDIUM
Definition:
A medium-severity issue is an event where the software is entirely transactional, but the customer is experiencing a non-transactional issue or has a question.
Response:
NEXT BUSINESS DAY
Case Type:
LOW
Definition:
Low-level problems are situations that are a more exploratory type of question.
Response:
TWO BUSINESS DAYS
If you have any problems, please get in touch with the
SUPPORT TEAM.
Technical support is offered 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.
Technical support outside these hours is available upon request and must be scheduled in advance.
| Holiday | 2025 | 2026 | 2027 | Observe by RENOVA Solutions | Observe by 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 20 | January 19 | January 18 | ✔ | |
| Washington's Birthday (Presidents Day) | February 17 | February 16 | February 15 | ✔ | |
| Good Friday | April 18 | April 3 | March 26 | ✔ | |
| Memorial Day | May 26 | May 25 | May 31 | ✔ | |
| Juneteenth National | June 19 | June 19 | June 19 | ✔ | |
| Independence Day | July 4 | July 4 | July 4 | ✔ | ✔ |
| Labor Day | September 1 | September 7 | September 6 | ✔ | ✔ |
| Columbus Day | October 13 | October 12 | October 11 | ✔ | |
| Veterans Day | November 11 | November 11* | November 11* | ✔ | |
| Thanksgiving Day | November 27 | November 26 | November 25 | ✔ | ✔ |
| Christmas Day | December 25 | December 25 | December 25 | ✔ | ✔ |