Business Hours


Currently, our business hours are as follows:

  • Monday: 9am - 5pm
  • Tuesday: 9am - 5pm
  • Wednesday : 9am - 5pm
  • Thursday: 9am - 5pm
  • Friday: 9am - 5pm


These hours may be updated to match changing availability and need. When submitting requests, you will be notified if your request is outside business hours.


In the future, we plan to offer 24 hour service. Stay tuned.


Turnaround Times (Service Level Agreements)

Allies will work to deliver solutions as quickly as possible. The following are our current, standard SLAs:

  • Standard Requests:
    • Response deadline: 2 business hours
    • Solution deadline: 8 business hours
  • Urgent requests:
    • Response deadline: 1 business hours
    • Solution deadline:  4 business hours (or we will let you know if we need more time)


Note: urgent requests are billed at 2X the standard Minute rate


If your request is even more urgent than our urgent request SLAs will allow, or you need help outside standard business hours, please contact happiness@myallyance.com and we will do what we can to help.



In the future, we will offer scalable, 24 hour support, allowing us to begin work on any solution immediately after requested, and deliver solutions faster.

Holidays 


On the days that your Ally is off, all requests will be happily addressed on the following business day. 

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

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    In general, we love your feedback. Please send any and all you have to happiness@myallyance.com    .