What happens outside of these hours can be covered in another clause that we will talk about next month. For flexibility, different PPMs can be offered at different pricing schedules on different equipment or with customers in various geographic situations. Holidays are an issue that must also be dealt with in unambiguous terms. The Service Availability clause should state precisely which holidays that your PPM is suspended. Customs and expectations from customers differ across the board.
Some companies treat Columbus Day and Presidents Day as regular business days and some are closed.
Some areas of the country are closed for Jewish observances and others only Christian observances. In my area, Washington D.C., the Federal Government greatly influences holiday observances. Maybe your company gives the day after Thanksgiving or Christmas eve, but what will your customers who stay open do for service on those days. Whatever your policies are, express them in no uncertain terms in your maintenance agreements. For flexibility you can offer special holiday options at special pricing.