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The Reset

An annual company holiday to rest, recharge, and get ready for the new year ahead. 

Implemented in 2023, The Reset is our annual company holiday observed each year from December 24 through January 1. This time is set aside for our team to rest, recharge, and prepare for the year ahead so we can continue delivering high-quality service and long-term value to our customers.

During The Reset, our operations shift to a limited-support model, with a small group of team members available to support high-priority needs and time-sensitive initiatives.

Dates and Duration

  • Start: December 24
  • End: January 1
  • Normal operations resume: January 2 (or the next business day)

*These dates apply annually unless otherwise communicated.

 

What to Expect During The Reset

Support Availability

During The Reset:

  • A limited team remains online
  • Support is focused on:
    • High-priority tickets
    • Urgent issues
    • Critical projects launching during or immediately after this period

Lower-priority requests may experience delayed responses until normal operations resume.

What Is Considered High Priority?

High-priority items typically include:

  • Platform outages or critical errors
  • Issues blocking a scheduled launch
  • Time-sensitive contractual or billing issues
  • Incidents materially impacting business operations

Requests that are informational, exploratory, or enhancement-related are generally addressed after The Reset.

Submitting Support Requests

Customers should continue to submit tickets through normal support channels during this time. All tickets are reviewed, but response times may vary depending on urgency and impact.

To help ensure the fastest possible response, include:

  • Clear description of the issue
  • Impact on your business or timeline
  • Any relevant deadlines or launch dates

Project Work and Launches

For projects scheduled to launch during or immediately following The Reset:

  • Key milestones are planned in advance
  • Essential personnel may remain engaged to ensure continuity
  • Any known risks or dependencies should be addressed prior to December 24 when possible

If you have concerns about a planned launch during this timeframe, we strongly recommend discussing them with your account team ahead of time.

Why We Observe The Reset

The Reset allows our team to:

  • Prevent burnout
  • Maintain long-term service quality
  • Start each year focused, energized, and aligned
  • This approach supports better outcomes for both our team and our customers throughout the year.

Frequently Asked Questions

  1. Will support be completely unavailable?
    1. No. Support is available on a limited basis for high-priority and urgent needs.
  2. Can I still submit tickets during this time?
    1. Yes. Tickets can be submitted as usual, though response times may be longer for non-urgent requests.
  3. Will my project be delayed?
    1. Projects that are critical or already scheduled around this period are supported as planned. Non-urgent work may resume after January 1.
  4. Who should I contact if something is urgent?
    1. Submit a support ticket with clear urgency details. High-priority issues are actively monitored during The Reset.
  5. Need Help Planning Around The Reset?
    1. If you have upcoming launches, deadlines, or concerns related to The Reset period, please reach out to your account team before December 24 so we can plan accordingly.