Standard support requests are handled during business hours. For covered systems with an Enterprise service level, critical incidents may receive response coverage outside standard hours.
For response targets and severity levels, see the Service Levels page.
Support Coverage
Standard Hours
| Monday - Friday | 9am - 5pm ET |
|---|---|
| Saturday - Sunday | Closed |
Requests outside these hours are handled the next business day, excluding holidays listed below, unless the system is covered by an Enterprise service level and is experiencing a production outage.
Extended Coverage (Enterprise)
- 24x7 response coverage for critical incidents
- Coverage is applied per system based on service level
- Response targets follow the assigned service level and severity
After-Hours Operations
Some maintenance, patching, and change work is scheduled outside standard support hours to reduce impact on production systems.
Being active after hours does not automatically mean all support requests receive after-hours response. Formal after-hours response coverage applies to systems covered by an Enterprise service level and follows the assigned severity and response targets.
Holidays
The holidays below affect standard support availability. Systems covered by an Enterprise service level continue to receive response coverage according to their assigned service level.
| Martin Luther King Jr. Day | January 19, 2026 (Monday) |
|---|---|
| Presidents’ Day | February 16, 2026 (Monday) |
| Memorial Day | May 25, 2026 (Monday) |
| Juneteenth | June 19, 2026 (Friday) |
| Independence Day | July 3, 2026 (Friday) |
| Labor Day | September 7, 2026 (Monday) |
| Indigenous Peoples’ Day | October 12, 2026 (Monday) |
| Veterans Day | November 11, 2026 (Wednesday) |
| Thanksgiving | November 26–27, 2026 |
| Christmas Break | December 21–25, 2026 |
| New Year’s Day | January 1, 2027 (Friday) |