#Payfac-Support Channel Coverage Schedule
| Time |
Monday |
Tuesday |
Wednesday |
Thursday |
Friday |
| 8 AM – 12 PM |
Ethan |
Lux |
Ethan |
Lux |
Ethan |
| 12 PM – 4 PM |
Lux |
Ethan |
Lux |
Ethan |
Lux |
Agent Regular Working Hours
- Ethan: Monday–Friday, 8:00 AM – 5:00 PM
- Lux: Monday–Friday, 7:00 AM – 4:00 PM
Coverage Expectations
- The scheduled team member is responsible for actively monitoring the #payfac-support Slack channel during their shift.
- Please post in the channel when you begin your shift and again when you are stepping away or signing off.
- If you’re unable to cover your assigned time, ensure coverage is handed off in advance and communicated to the team.
- Responsiveness should be prompt during your shift to ensure timely support to the broader team.
- If a question or issue raised in the channel is not a quick resolve, a Payment Support case should be created — either by the support rep who raised the issue or by the agent managing the channel at that time.