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Coverage Areas and Hours of Operation

Support from Acquia's Global Support Team is offered in the following regions and time zones except during observed holidays.

Support Region Support Time Zone Coverage Hours
North and South America UTC -5 (US Eastern Time) Monday through Friday;

8:00am - 8:00pm
Europe and Africa UTC +1 (Central European Time) Monday through Friday;

8:00am - 6:00pm
Asia-Pacific-Japan (APJ) UTC +10 (AEST) Monday through Friday;

8:00am - 6:00pm

24x7 Support

Certain subscriptions include 24x7 support for issues of Critical Urgency. 24x7 support is handled by on-call personnel during off-hours with a one hour initial response time. This means customers may be required to leave contact and issue details with a message system or dispatcher so a qualified Support Engineer may return the call and proceed with initial diagnostic steps.

Maintenance Periods

Periodic maintenance of Acquia’s Network and related infrastructure is required to sustain high levels of performance and availability. Acquia will notify customers two business days in advance of planned maintenance periods. The Acquia Network may not be available, or may be available intermittently, during maintenance periods.

Scheduled downtime is not considered downtime for SLA purposes and will not be counted towards any downtime periods.

Observed Holidays

Support is limited during observed holidays in each support region.

This Support Users Guide describes the specific Support services provided by Acquia to our customers. Acquia will update this guide from time-to-time to reflect enhancements to our service and policy updates.