We want to be upfront about when we're available and what to expect when you need help outside of normal hours. This article explains how our support hours work, what after hours support looks like, and how to get help in an urgent situation.
Standard Business Hours
LanClub's standard business hours are:
Monday to Friday, 8am – 5pm NZST Public holidays are excluded.
All SLA response time targets are measured in business hours. A ticket submitted at 4pm on a Friday will have its SLA clock start at 8am the following Monday.
Response Time Targets
During business hours, we aim to respond within the following timeframes:
| Plan | First Response Target |
|---|---|
| Essentials | 16 business hours (2 business days) |
| Standard | 8 business hours (1 business day) |
| Pro | 4 business hours (same business day) |
These are first response targets — meaning how long before we acknowledge your ticket and begin working on it. Resolution time will vary depending on the complexity of the issue.
After Hours Support
We understand that computers don't always break at convenient times. After hours support is available when you need it urgently, but please note:
- After hours support is subject to availability — we will do our best but cannot guarantee immediate response
- After hours work is not covered by SLA targets
- After hours rates apply — see below
After Hours Rates
After hours work is charged at a multiplier of your standard labour rate, with a 30 minute minimum charge regardless of how long the job takes.
| Time Period | Multiplier | Essentials | Standard | Pro |
|---|---|---|---|---|
| Weekday after 5pm / before 8am | 1.5x | $187.50/hr | $225.00/hr | $262.50/hr |
| Weekends | 2x | $250.00/hr | $300.00/hr | $350.00/hr |
| Public Holidays | 2.5x | $312.50/hr | $375.00/hr | $437.50/hr |
Important: Free monthly minutes do not apply to after hours work. After hours support is always charged at the applicable rate from the first minute, subject to the 30 minute minimum.
What Counts as Urgent?
Before reaching out after hours, it's worth asking whether the issue genuinely can't wait until the next business day. Good examples of after hours situations:
- You need your computer for critical work first thing in the morning and it won't start
- You've received a suspicious email and you're worried your account has been compromised
- A family member has accidentally clicked something and you're concerned about a virus
Things that can typically wait until business hours:
- General slowness or performance issues
- Software questions or how-to help
- Setting up new software or peripherals
How to Request After Hours Support
Submit a ticket at https://help.lanclub.nz or email help@lanclub.nz and mark it as urgent in the subject line. For example:
Subject: URGENT — Computer won't start, needed for work tomorrow morning
We'll do our best to respond as quickly as possible.
Questions About Your Account or Plan?
For non-technical enquiries — billing, plan changes, or account questions — email support@lanclub.nz. These are handled during business hours only.