[Important Notice] Pisell Client Operations Team— Fixed Online Service Hours Pisell Support

by PisellSep 26th, 2025

Blog

Dear Customer,

To better cover the main business hours in Australia and improve response efficiency, starting 05 Oct 2025 (Beijing Time) we will fix our online service windows year-round (they will no longer change with Daylight Saving Time / Standard Time):

Client Support: Beijing Time 07:30–19:30 (fixed year-round)
Content Team: Beijing Time 07:30–16:00 (fixed year-round)

At-a-glance roles:

Client Support：first response, diagnostics & triage, urgent escalation and coordination.

Content Team：back-office configuration, product/menu maintenance, planned changes with verifiable deliverables.

I. Local Time Reference (incl. DST vs Standard)

Client Support — Beijing Time 07:30–19:30

Region	Time Zone	DST / Standard	Local Hours
Beijing	CST (UTC+8)	Year-round	07:30–19:30
Sydney / Melbourne	AEDT (UTC+11)	DST	10:30–22:30
Sydney / Melbourne	AEST (UTC+10)	Standard	09:30–21:30
Brisbane	AEST (UTC+10)	Year-round	09:30–21:30
Perth	AWST (UTC+8)	Year-round	07:30–19:30
London	BST (UTC+1)	DST	00:30–12:30
London	GMT (UTC+0)	Standard	23:30–11:30
Los Angeles / Vancouver	PDT (UTC−7)	DST	16:30–04:30 (next day)
Los Angeles / Vancouver	PST (UTC−8)	Standard	15:30–03:30 (next day)
New York / Toronto	EDT (UTC−4)	DST	19:30–07:30 (next day)
New York / Toronto	EST (UTC−5)	Standard	18:30–06:30 (next day)

Content Team — Beijing Time 07:30–16:00

Region	Time Zone	DST / Standard	Local Hours
Beijing	CST (UTC+8)	Year-round	07:30–16:00
Sydney / Melbourne	AEDT (UTC+11)	DST	10:30–19:00
Sydney / Melbourne	AEST (UTC+10)	Standard	09:30–18:00
Brisbane	AEST (UTC+10)	Year-round	09:30–18:00
Perth	AWST (UTC+8)	Year-round	07:30–16:00
London	BST (UTC+1)	DST	00:30–09:00
London	GMT (UTC+0)	Standard	23:30–08:00
Los Angeles / Vancouver	PDT (UTC−7)	DST	16:30–01:00 (next day)
Los Angeles / Vancouver	PST (UTC−8)	Standard	15:30–00:00 (next day)
New York / Toronto	EDT (UTC−4)	DST	19:30–04:00 (next day)
New York / Toronto	EST (UTC−5)	Standard	18:30–03:00 (next day)

Note: The tables above are common references. Please follow your local time zone and DST rules.

How to reach us

WeCom / WhatsApp service group (recommended)
Ticket / Email: info@pisell.com
Phone (if applicable): +61 1300 032 6160

II. Our Commitments in and out of Office Hours

During support hours (see local-time tables)

Client Support: prompt responses (service groups prioritized), rapid diagnosis and actionable guidance; urgent, business-impacting issues are escalated immediately and coordinated cross-team.
Content Team: scope confirmation & scheduling upon request; same-day completion for quick changes; for larger changes, a clear ETA and acceptance method (screenshots/recordings/test sheet/change log).

Outside support hours

How to contact us: keep posting in the WeCom/WhatsApp service group; messages are queued to the next-window priority list automatically.
Urgency criteria (business-impacting):
(1) core flow unavailable (payments / ordering),
(2) affects a store during business hours with no viable workaround,
(3) impacts normal checkout/fulfilment.
Expedite steps (recommended order):
a) Start your message with [URGENT] and briefly describe the issue.
b) Provide key information in one pass (helps speed up handling).
c) Store / branch + issue time (incl. time zone).
d) On-screen evidence (error text / device screen path).
e) Short video (include order number / amount / device screen if relevant).
f) Environment (device/OS/version/network; if third-party, name it, e.g., Uber / Windcave / Stripe).
g) Actions already tried (e.g., reboot device / change network / relogin / clear cache) and result; desired outcome / go-live window (if it’s a content change, specify store(s) and effective time).
Note: non-urgent requests received outside hours will be picked up first in the next working window.

The above adjustment takes effect on 05/10/2025 (Beijing Time) and will remain permanent. Please circulate this update to your teams. If you need to coordinate scheduling or have any questions, feel free to @ us in the service group.

Thank you for your understanding and support!

Pisell Customer Success Team