Service-Level Agreement (SLA)
Okapya Software Solutions Inc. is committed to providing effective and timely customer support. Although we offer an Initial Response Time SLA of 48 hours, we typically respond in 12 to 24 hours. While we do not offer an official Support Resolution Time SLA, we always strive to resolve issues as soon as possible.
Hours
We offer support Monday to Friday, from 8 a.m. to 4 p.m. EST (UTC-05.00) or EDT (UTC-04.00).
Holiday closures
Our offices will be closed on the following holidays:
| Date | Holiday |
|---|---|
| January 1-2 | New Year’s |
| March 29 | Good Friday |
| April 1 | Easter Monday |
| May 20 | National Patriots' Day (QC) |
| June 24 | Nativity of St. John the Baptist (QC) |
| July 1 | Canada Day |
| September 2 | Labour Day |
| October 14 | Thanksgiving Day |
| December 24–26 | Christmas |
| December 31 | New Year’s |
