Services24/7 Support
24/7 iGaming support with no dead hours
24/7 iGaming support across every US time zone: nights, weekends, holidays and the hours around a launch or a major event. Same playbooks at 3 a.m. as at 3 p.m.
Updated October 1, 2026.
00Direct answer
What does 24/7 iGaming support include?
24/7 iGaming support means the channels you have in scope are staffed every hour of the year, across Eastern, Central, Mountain and Pacific time. It includes follow-the-sun shifts, written handovers, holiday rosters and an after-hours path into your team when a decision cannot wait. It is an operating design, not a banner. Dead hours are treated as incidents, not as a quiet night.
01In practice
How our 24/7 coverage model works
Shifts are designed so a player in any US time zone reaches a person who has the current playbook. Delivery locations are confirmed with you.
Follow-the-sun shifts
Coverage is handed from one staffed shift to the next with an overlap, not abandoned at a shift-change minute. The overlap is where open cases are actually briefed.
Overnight staffing
Overnight is staffed as its own shift with its own lead, not as a leftover hour at the end of the evening team.
Handover protocols
Open payments, verification holds and complaints are listed, owned and visible to the incoming shift. If it is not written down, it did not happen.
02In practice
Coverage for launches, promotions and major sporting events
Forecasting and workforce management
Known events go on a calendar early: product launches, state openings, scheduled promotions, and sporting calendars you expect to move volume. Staffing follows the forecast.
Surge capacity
Extra capacity is planned. It is not described as unlimited, and it is not guaranteed beyond what the proposal staffs. If you need a ceiling, we write the ceiling down.
03How we run it
Overnight and overflow coverage for in-house teams
Some operators keep daytime support in-house and want nights, weekends or event peaks covered. That model works. Your day team owns the relationship with the product. Our shift picks up at an agreed hour, uses your tools, and hands a clean queue back in the morning.
Overflow can also sit behind your team during the day when a launch breaks the roster. The trigger — queue depth, wait time, or a manual request — is defined before go-live.
04QA and escalation
After-hours escalation and incident handling
Not every overnight contact can be closed by an agent. Payments failures, suspected account takeover, and responsible-gaming emergencies need a named person on your side. We build that matrix with you: who is on call, how they are reached, and what the player is told while they wait.
Incident notes are written for the morning review, not reconstructed later. The same pattern is used on dedicated support teams and described end to end on why us.
StackYour tools
We work in your stack
Agents log into the helpdesk, chat platform, and CRM you already run. Teams are trained on Zendesk, Intercom, LiveChat, and Salesforce, and on other systems when those are yours.
- ZendeskHelpdesk and tickets. We work inside it when it is yours.
- IntercomInbox and chat. We work inside it when it is yours.
- LiveChatLive chat. We work inside it when it is yours.
- SalesforceCRM. We work inside it when it is yours.
Built around
- PCI DSS-aware payment handling
- GDPR and CCPA-aware data handling
- Responsible gaming protocols
- NDAs and least-privilege access
Industries served
Questions about this service
Are US holidays covered?
Yes, when 24/7 is the program. Holiday rosters are published ahead of the date, with the same handover rules as a normal night. We do not treat a federal holiday as an uncovered gap unless you have explicitly chosen business-hours coverage.
Can we buy after-hours coverage only?
Yes. Overnight, weekend or event-only coverage can wrap an in-house day team. The handoff hour, the queues in scope, and the on-call matrix are written down so the morning team inherits a clean desk.
How are we told about an overnight incident?
Through the channel you choose: a bridge line, an on-call rotation, or a priority ticket into your team. The player-facing message during an incident is agreed in advance so agents are not inventing status updates.
Which US time zones do you cover?
The model is built for Eastern, Central, Mountain and Pacific time, including weekends. It is coverage design, not a claim about a specific office. Delivery locations are confirmed with you: Delivery locations are confirmed with you.