At Tern we're committed to providing world-class support. In 2025, we're doubling our support team. We're also investing in updated training and implementation resources to continue to serve you.
During the holidays we'll have less support coverage than we offer during the rest of the year. Our teams work extremely hard throughout the year and we've made the decision to give them the week of December 23rd through the 1st of January off.
During this time, Tern's founding team will be providing support for any urgent issues. Please be patient as response times will be longer than usual.
We are also gathering the team for our annual in-person retreat December 16th - 19th. As a remote team this is the one time a year when we bring everyone together. For many of us, it will be the first time we've met in person.
During our offsite we will be having the entire company do support between 9am and 10am ET. We will check in on the queue at the end of the day. We will also have team members monitoring for urgent issues. If your issue is time sensitive during this time please mark that clearly so we can prioritize your isuse.
So, in summary:
December 16-19 - Expect delayed support. Most tickets will be responded to within 24 hours.
December 23 – January 1 - Expect delayed support. Most tickets will be responded to within 48 hours.
We understand your business doesn't stop just because it's the holidays and will do our best to continue to provide great support throughout these dates.
If you have an urgent matter or a time-sensitive question, please feel free to reach out, and we will do our best to get back to you as soon as possible.
Thank you for your continued support, and we wish you a wonderful holiday season!!!