It is possible to arrange for support outside the service level window defined in the SLA.

While we will endeavour to accommodate any request, such support cannot be guaranteed and must be pre-arranged and agreed via email by a representative of GLIDE LLC.

Out of hours support will be charged at 2 x rate for Additional Hours as defined in your support contract, under the same payment terms and detailed separately on any invoice. Out of hours support will not form part of the included Retainer Hours.

The following US Holidays will be observed annually:

  • New Year's Day
  • Martin Luther King Jr. Day
  • Presidents' Day
  • Memorial Day
  • Independence Day 
  • Labor Day
  • Columbus Day
  • Veterans Day
  • Thanksgiving Day
  • Christmas Day