1. Help Center
  2. Support Policies

Holiday Contact Policy

What you can expect during the Holidays!

The most wonderful time of the year is finally here! Which means it’s time to embrace the celebrations and begin the holiday preparation. We're certain that during all of the hustle and bustle and ticking things off of your to-do-list, things can become pretty hectic. But not to worry, the Rewind team is always here to make sure that you're supported!

During Christmas Day, Boxing Day, and New Years Day, the Support team will only be responding to business critical issues. Non-critical issues will be answered the following business day. 

Business critical issues are defined as issues that severely impact your use of the service. It may result in an immediate interruption of your business operation that will restrict availability to data and/or cause significant financial impact.

Such instances cease your business operations with no options to work around them. A few examples of this would be:

  • Rewind Service is down and/or critical features and functions are not available (Restoring, backups)
  • Lost or unavailable data has resulted in a critical loss of revenue

Support will be available on an 'on call' basis and will not be responding to less than business critical incidents until the following business day. If you are experiencing a business critical incident please reach out at help@rewind.io with the subject line: "Business Critical" so our team can evaluate it and get back to you as quickly as possible. 

 

We thank you for this well earned break during the holiday season and wish you only the best!