Our support team is available Monday to Friday, 8:00 to 18:00 (US Eastern time). Tickets opened outside these hours are answered the next working day.
Response times depend on the priority: High priority tickets get a first reply within 2 working hours, Medium within 8 working hours and Low within 2 working days.
For a full outage, open a ticket with High priority and write OUTAGE in the subject: the on-call engineer is paged straight away, also at weekends.