> For the complete documentation index, see [llms.txt](https://docs.ilert.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ilert.com/alerting/configure-alerting/support-hours.md). # Support hours Define support hours for alert sources and call routing numbers to manage the priority of alert notifications and to route calls to different targets. Support hours **downgrade** alerts, they do not withhold them. Outside the window you define, ilert creates `LOW` priority alerts instead of `HIGH` ones, and a `LOW` alert uses only the first escalation rule and never advances past it. If you expected silence overnight and got a quiet page instead, this is why. {% hint style="info" %} Support hours require the [Scale plan](https://www.ilert.com/pricing) or higher. {% endhint %} ## Create support hours 1. In the sidebar, go to **Alerting** → **Support hours** 2. Click on **Create new support hours** 3. Select the team to which the support hours belong to (if any), give it a name, and enter your support hours. 4. Click **Save**. You can now use these support hours in [alert sources](/alerting/configure-alerting/alert-sources.md#notification-priority) and call routing numbers to set notification priority of alerts and route incoming call routing calls to different targets based on support hours. You can also have a [recurring on-call schedule](/on-call-management-and-escalations/on-call-schedules/recurring-schedules.md#follow-support-hours-respects-holidays) follow these support hours, so your on-call coverage respects the same holidays.
The Create new support hours form in ilert, with Teams, Name and Timezone fields above a weekly grid of Monday to Sunday checkboxes with start and end times, and a Holiday exceptions table offering Import holidays from calendar and Add holiday exception.

Tick only the days you cover. An unticked day is outside support hours all day.

{% embed url="" %} ## Holidays The holiday feature is a part of Support hours in ilert. It provides a smart way to handle exceptions to your regular support schedule—like national holidays, company-wide days off, or any non-standard workday—without needing to adjust your on-call rotations or escalation policies manually. In the sidebar, go to **Alerting** → **Support hours**, open the support hours you want to adjust, and click **Edit**. The **Holiday exceptions** section sits below the weekly grid.
A support hours page in ilert showing the weekly start and end times for each weekday, and below it a Holiday exceptions table listing named holidays with their dates and an OUTSIDE support status.

Each holiday exception overrides the weekly grid for its dates.

You can either import holidays from a calendar or manually create them. If you decide on the first option, you can adjust the location and the exact dates you want to include or exclude. Adjust the time and click **Import**.
Transfer holiday calendar into ilert to adjust on-call schedule
If you want to add exceptions manually, you will need to assign the title, duration, and support status for this period.
Create your own holiday calendar in ilert for better on-call scheduling
## Use support hours in recurring on-call schedules Support hours — including their holiday exceptions — can drive on-call coverage directly. In a [recurring schedule](/on-call-management-and-escalations/on-call-schedules/recurring-schedules.md), set a layer's coverage to **Follow support hours (respects holidays)** and pick a support hour. The layer then follows that support hour's weekly windows and holidays, so the rotation automatically pauses on non-working holidays and picks up on days with extra coverage — no manual restriction editing required. Coverage is copied into the schedule, not linked live, so historical shifts never change. When you edit the support hour, every schedule that follows it is re-synced going forward. ### Where a support hour is used The support hour's detail page lists everywhere it is referenced under **Used in** — both the alert sources and the recurring schedules that use it, each marked with an icon for its type. A support hour cannot be deleted while a schedule still follows it. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.ilert.com/alerting/configure-alerting/support-hours.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.