support hours

support hours

Definition: (ITIL Service Design) (ITIL Service
Operation) The times or hours when support
is available to the users. Typically these are
the hours when the service desk is available.
Support hours should be defined in a service
level agreement, and may be different from
service hours. For example, service hours
may be 24 hours a day, but the support hours
may be 07:00 to 19:00.