During major holidays, our LockStep team works on a reduced schedule. We still actively monitor and triage support requests, but response and resolution times may be slower than usual.
If you’re dealing with a serious issue in the platform, we still want to hear from you right away—this article explains how to flag those correctly.
When Holiday Coverage Applies
Our reduced holiday support schedule applies on the following days:
- Thanksgiving Day
- The day after Thanksgiving
- Christmas Eve (December 24)
- Christmas Day (December 25)
- New Year’s Day (January 1)
On these days, the team is operating with limited coverage but is still monitoring and triaging requests.
How Holiday Coverage Works
We monitor incoming requests throughout the holiday period. We periodically triage the queue, focusing first on issues with the highest customer impact. Critical / production-blocking issues are prioritized ahead of general questions, minor bugs, and feature requests. Non-urgent work may be deferred until regular business hours resume.
You can continue to use the same ticketing process you use today—no special holiday form or separate email address.
How to Submit a Ticket During Holidays
Create a ticket as you normally would. Choose a Priority that reflects the impact of your issue. In the Subject and first few lines of the description, clearly state:
- What’s happening
- Who is affected (team, department, entire org, customers, etc.)
- Whether work is currently blocked
We’ll use this info to decide whether your issue needs attention during the holiday or can safely wait.
What Counts as Urgent
Mark your ticket as the highest priority if any of the following are true:
- A system is down or unavailable.
- A critical workflow is blocked and cannot proceed.
- There is a security/privacy concern that may put data at risk.
- A live, donor-facing process is broken with no reasonable workaround.
These issues are pulled to the front of the queue during holiday triage.
What Is Non-Urgent
These are usually handled after the holiday period, under our normal SLAs:
- “How do I…?” or general product questions
- Minor issues or inconveniences with workarounds
- UI or cosmetic issues
- Reporting/data assistance that isn’t time-sensitive
- Feature requests or ideas
You should still log these so we have them tracked and we will provide assistance after the reduced holiday coverage.
Using Priority Correctly
To keep things simple:
- Use the Priority field in the ticket to indicate impact.
- Reserve the highest priority only for issues that match the Urgent criteria above.
- For non-urgent items, choose a lower priority and (optionally) add timing context (e.g., “OK to address next week”).
You don’t have to use any special subject lines—just clear, honest impact and the right priority.
Summary
We do monitor and triage requests during holidays, but with reduced staffing. Urgent, production-impacting issues are handled first. Non-urgent work is typically handled once regular hours resume. Help us help you by choosing the right priority and clearly describing impact in your ticket.