Support Availability & Response Times

This article explains when the Vfast Service Desk is available and what to expect when contacting us.

Service Desk availability

Phone support

Our Service Desk is available by phone during the following hours:

• Monday to Friday: 08:00 – 20:00
  
• Saturday: 08:00 – 18:00
  
• Sunday: 10:00 – 18:00

Outside these hours, phone support is unavailable but a voice message can be left for review during Service Desk operating hours.

Email and web contact form

You can email us or submit a web contact form at any time.

Messages are logged when received and reviewed during Service Desk operating hours.

Live chat

Live chat is available on our website during the following times:

• 10:00 – 17:00
  
• 7 days a week

Live chat is only available during these hours and is not monitored outside this time.

Response times

Response times can vary depending on:

• The number of contacts we are receiving
  
• The type of issue being reported
  
• Whether there are any wider service issues affecting customers

We always aim to respond as quickly as possible, but we are unable to provide guaranteed response times.

During busy periods

During particularly busy periods, such as when there are widespread service issues, responses may take longer than usual across all contact channels.

We appreciate your patience during these times.

Outside Service Desk hours

Outside Service Desk operating hours:

• Emails and contact form submissions are logged
  
• Network monitoring continues for major service issues
  
• Responses are handled when the Service Desk reopens

If you are experiencing a service issue, we recommend checking our Service Status Page for updates before contacting us.

Bank holidays

Our normal support hours apply on most bank holidays. See Holiday & Bank Holiday Support Hours