E-commerce
July 1, 2026
"Are you open now?" "What are your hours on Saturday?" "I'm in New York, what is your time zone?" Three tickets where the customer service hours lack a clear and consistent answer.
The e-commerce hours questions support covers public display, time zones, response promises outside of operating hours, and discrepancies between the website and reality, distinct from SLA deadlines (#101) and handoff unavailability (#918).
This guide #921 deploys policy SUPHOURS-SUP, flow SH-1 to SH-8, and matrix SUPHOURS-MAP. Future customer service pair region hours bot (#922).
Summary
Why do support hours generate tickets?
The client does not know if support is open, reads contradictory hours or expects an immediate response outside of operating hours. The agent improvises or cites obsolete hours. Without SUPHOURS-MAP, confusion with escunav_ #917 or SLA #101 arises.
Five typical operational hours frictions
Open now: live status is unclear
Weekly schedule: imprecise days and hours
Time zone: international client is lost
Out of hours: no promise of async response
Incorrect display: website footer u2260 reality
DTC Retail Example
DTC fashion, GMT 9 tickets suphours_/month. After SUPHOURS-MAP: suphours_resolution_rate 91%, repeated out-of-hours tickets -40%.
SUPHOURS #921 vs SLA #101, NOHUMAN #918, HUMANBOT #915 and bot #922
Seven support availability contents, seven distinct angles.
Quick matrix
#921 SUPHOURS: explain hours time zones response promise public display
SLA #101: response time once ticket is opened
NOHUMAN #918: bot unavailable message distinct from hours schedule
ESCUNAV #917: escalation refused due to saturation distinct from hours
HUMANBOT #915: human hours subset of complete hours
AGENTWAIT #919: waiting in queue distinct from schedule
#101 = how long to respond. #921 = when support is open.
Promise #921
Policy SUPHOURS-SUP, tree SUPHOURS-GATE, 8 macros, hours register, KPI suphours_resolution_rate.
Which typologies should be classified?
Action-oriented classifier: open_now ≠ schedule ≠ timezone ≠ holiday.
Eight SUPHOURS-MAP typologies
suphours_open_now: open or closed now
suphours_schedule_ask: full weekly schedules
suphours_timezone_question: reference time zone conversion
suphours_holiday_hours: holiday/vacation hours
suphours_channel_hours: separate chat, email, phone hours
suphours_response_promise: response time outside of working hours
suphours_out_of_hours_contact: how to contact when closed
suphours_display_wrong: website displays incorrect hours
SUPHOURS-SUP Policy: Agent Rules and Hours Registry
The SUPHOURS-SUP policy sets answers from the single schedule registry source of truth.
Six SUPHOURS-SUP rules
REGISTRY-FIRST: SUPHOURS macro from registry
Timezone explicit: reference timezone always quoted
Channel distinct: schedules by channel if different
Promise async: response delay outside hours documented
Display sync: report gap site → ops
Holiday calendar: up-to-date registry holiday exceptions
Minimum schedule registry
Weekly planning: days hours by channel
Reference timezone: Europe/Paris or main market
Exceptions: holidays BFCM extended hours
Promise closed: SLA email ticket response outside live
Public display: footer contact page widget
Flow SH-1 to SH-8: processing of schedule questions
Eight sequential steps, SLA P3 suphours < 48 h, display_wrong → ops within 24 h.
Flow SH-1 to SH-8
SH-1 Triage: hours vs unavailability #918 vs waiting #919?
SH-2 Classify: suphours_* via SUPHOURS-MAP
SH-3 Registry: timezone channel schedule lookup
SH-4 Answer: macro SUPHOURS open schedule timezone
SH-5 Promise: response_promise if out of hours
SH-6 Channel: channel_hours if specific request
SH-7 Display fix: display_wrong signal ops
SH-8 Close: KPI suphours_resolution_rate + brief #922
Eight SUPHOURS-* macros ready to paste
Aligned macros registry timezone promise channel.
SUPHOURS-* Library
SUPHOURS-OPEN-NOW: "Currently: {{statut}}. Timezone: {{fuseau}}."
SUPHOURS-SCHEDULE: "Hours: {{planning}}. Details: {{lien}}."
SUPHOURS-TIMEZONE: "Reference: {{fuseau}}. Your local time: {{conversion}}."
SUPHOURS-HOLIDAY: "Holiday {{date}}: {{horaires}}."
SUPHOURS-CHANNEL: "{{canal}}: {{horaires_canal}}."
SUPHOURS-PROMISE: "Outside opening hours: response within {{SLA}}."
SUPHOURS-CONTACT-CLOSED: "Closed: {{alternative}} ticket email."
SUPHOURS-DONE: "Summary: {{question}}. Response: {{résolution}}."
SUPHOURS-GATE tree and public display
Decision tree before improvising schedules or ignoring customer timezone.
SUPHOURS-GATE
Open now? → OPEN-NOW registry live
Full schedule? → SCHEDULE + public link
International timezone? → TIMEZONE conversion
Exceptional holiday? → HOLIDAY calendar
Specific channel? → CHANNEL hours
Incorrect site? → DISPLAY fix ops + customer correction
Consistent Public Display
Footer, contact page, chat widget: same SUPHOURS registry. display_wrong: ops ticket + customer correction macro. Brief #922 sync widget.
KPI, QA and handoff to bot #922
Measuring SUPHOURS detects contradictory schedules and absent promises outside of slots.
Four SUPHOURS KPIs
suphours_resolution_rate: schedule questions resolved registry
suphours_registry_compliance: % responses aligned with registry
suphours_display_mismatch_rate: website discrepancies reported
suphours_timezone_cited_rate: % international with time zone
Handoff #922
Export SUPHOURS-MAP to bot: suphours_open_now suphours_timezone_question prioritized. Guardrail HOURS-REGISTRY-GATE brief #922 hours_copy by channel region.
Edge cases: BFCM extended hours, multi-market, 24/7 bot with limited human availability
Three cases outside the standard flow.
BFCM extended hours
Temporary HOLIDAY calendar. Adjusted PROMISE SLA. Proactive communication in footer.
Multi-market UK US EU
Separate CHANNEL or region registry. TIMEZONE per market. Region handoff #922.
24/7 Bot limited human
Specify bot available vs live agents. Avoid confusion of open_now bot = human.
Agent training: 20 support hours
Module: REGISTRY-FIRST TIMEZONE PROMISE, distinguish #101 #918 #922.
Exercises
Ticket A: "open?" → OPEN-NOW timezone
Ticket B: US client → TIMEZONE conversion
Ticket C: incorrect schedule on site → DISPLAY fix ops
How Qstomy structures SUPHOURS in your stack
Qstomy route suphours_*, sync schedule registry widget footer, macros SCHEDULE PROMISE and handoff #922 region gate.
Three building blocks
Routing: intent support_hours vs escalation_unavailable
Hours registry: schedule timezone channel exceptions
Bot #922: regionalized localized emergency hours
Scenario: multi-market DTC, 9 tickets/month suphours. REGISTRY-FIRST, bot #922 region. suphours_resolution_rate goes from 72% to 92% in 5 weeks.
FAQ and SUPHOURS deployment checklist
FAQ
Promise 24/7 human?
No if registry is limited. OPEN-NOW honest bot vs agents.
Difference #101?
#101 = response time. #921 = opening slots.
Difference #918?
#918 = unavail. at time T. #921 = structural schedule planning.
Difference #922?
#921 = ticket agents. #922 = regional hours bot widget channel.
7-Day Checklist
D1: SUPHOURS-SUP + SUPHOURS-MAP + schedule registry
D2: 8 helpdesk macros
D3: sync widget contact footer display
D4: 20 min training agents REGISTRY TIMEZONE
D5: suphours_* tags + KPI
D6: test open_now timezone holiday display_wrong
D7: brief bot #922 HOURS-REGISTRY-GATE
Interlinking
Enzo
July 1, 2026
