Support hours define when standard requests are handled. Enterprise service levels extend response coverage beyond those hours for critical systems.
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 unless the system is covered by an Enterprise service level.
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
A-Team engineers often perform maintenance, patching, and change work outside standard hours to reduce production impact.
When engineers are active during these periods, they may also respond to issues as needed. Enterprise-covered systems receive formal 24x7 response coverage based on their assigned service level.
Holidays
The holidays below affect the published standard support window. Enterprise-covered systems continue to receive response coverage based on 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) |