Ensuring you have the best support experience is a top priority at FECPAK. We have dedicated support teams based in NZ and the UK, which operate at the following times (excluding public holidays);
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NZ: Monday - Friday, 8:30 AM - 8:00 PM (NZST)
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AUS: Monday- Friday, 6:30 AM - 6:00 PM (AEST)
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UK: Monday - Thursday, 9:00 AM – 5:00 PM and Friday, 9:00 AM - 4:00 PM (GMT)
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US: Monday - Thursday 6:00 AM – 11.00 AM and 2:30 PM – 10:00 PM. Friday 06:00 AM – 11:00 PM (EST)
Our support, Markup Services and responses are limited outside these times. However, we do have after-hours support via our 24/7 Knowledge Base and Help Widget (located in the bottom right-hand corner of the FECPAK portal).
You can also log an issue or query using the 'Need help?' tab located on the bottom left-hand side of your FECPAK portal or via our Submit a Request form. Your tickets will then be looked into and actioned by the Support team during working hours.
NZ & AUS - Christmas & New Year
Our NZ and AUS team is committed to assisting you through Christmas and New Year, although we run with reduced staff numbers during this time. Support and test markup services are available during operating hours (outlined above), excluding NZ public holidays, the 24th of December after 3 PM NZST and the 27th of December.
UK - Christmas & New Year
Our UK team is committed to assisting you through Christmas and New Year, although we run with reduced staff numbers during this time. Support and test markup services are available during operating hours (outlined above), excluding UK public holidays and the 24th of December after noon.
For any enquiries or urgent matters, feel free to reach out during our working hours.