When we are actually online
The single most common way an offshore relationship fails is a promise about availability that nobody could keep. So here is the window we staff for each market — including the two where the overlap is genuinely difficult and we say so.
Coverage by market
| Market | We are online | Which is IST | Overlap |
|---|---|---|---|
| India | 9:30am – 7:00pm IST | 9:30am – 7:00pm | Full overlap |
| UAE | On request | — | Full overlap |
| United Kingdom | On request | — | Partial overlap |
| New Zealand | On request | — | Limited overlap |
| Australia | On request | — | Limited overlap |
| United States | On request | — | Partial overlap |
| Canada | On request | — | Partial overlap |
| Gulf | On request | — | Full overlap |
| Europe | On request | — | Partial overlap |
A staffed window is an operational commitment, so we do not publish one until it is resourced. Ask us for the current window in your market and you will get a straight answer.
What "covered" means
Coverage means the specialist working your account is available in that window — not a duty desk who will pass a message on.
Anything sent inside the window gets a substantive reply the same working day. Not an acknowledgement — an answer, or a time by which you will have one.
We move to your hours for calls, always. Reviews, launches and escalations happen when it suits you, not when it suits us.
Ad spend running away, a site down, a tracking break — these have a defined out-of-hours route rather than waiting for the next window.
Where the overlap is hard
New Zealand and eastern Australia run 6.5 to 7.5 hours ahead of India. Auckland's 9am is our 2:30am. There is no arrangement that makes that comfortable for everyone, and any agency telling you otherwise is either about to burn out a team or about to disappoint you.
What we do instead: staff an early shift that covers your afternoon, batch the asynchronous work so it lands before your morning, and schedule every live call inside your business hours. It works — Flow Joinery in Gisborne went to #1 in its local pack on exactly this arrangement — but it works because it was designed around the constraint rather than denying it.
Common questions
What are your working hours for UK clients?
Our afternoon covers the UK morning and most of the UK working day. Specific staffed hours are published in the coverage table above once confirmed for your market.
What happens if something breaks outside the window?
Every account has a named escalation contact and a defined out-of-hours route for genuine incidents — runaway ad spend, site outage, tracking failure. Routine requests wait for the next window.