Cenote Support Service Level Agreement (SLA)

We strive to provide fantastic customer support through the Cenote Support Portal and by telephone.

Our goal is to respond to all inquiries within 24 hours.

Cenote offers support:

  • Monday through Friday
  • 9 am - 5 pm (US/Canada Eastern Time, UTC-5)

Support is generally not available on statutory holidays in Canada, which are:

    • New Year's Day (January 1)
    • Good Friday
    • Easter Monday
    • Victoria Day (May 21)
    • Canada Day (July 1)
    • Labour Day (first Monday in September)
    • Thanksgiving Day (second Monday in October)
    • Remembrance Day (November 11)
    • Christmas Day (December 25)
    • Boxing Day (December 26)