For information on how to contact Support, please refer to the Contact Support article.
Support Hours
Support is available a minimum of 8 hours per day, 5 days per week (M-F) with the exception of office closures.
Additional support is available depending on your subscription. Foundation Support has just the minimum 8 hours, Advanced Support is available 12 hours per day, and Global Support is available 16 hours per day. The chart below provides the hours for a few example time zones:
| IST | UK | Eastern | Central | Pacific | |
| Foundation | 7:30pm - 3:30am | 2pm - 10pm | 9am - 5pm | 8am - 4pm | 6am - 2pm |
| Advanced | 6:30pm - 6:30am | 1pm - 1am | 8am - 8pm | 7am - 7pm | 5am - 5pm |
| Global | 2:30pm - 6:30am | 9am - 1am | 4am - 8pm | 3am - 7pm | 1am - 5pm |
24x7 Support for P0/P1 Incidents
P0 and P1 refer to "complete outage", as in one or more parts of our platform are completely unavailable. For example, no one is able to sign in or a page in Studio fails to load for all users.
Customers with the Advanced Support and Global Support can report P0/P1 incidents by phone at +1-888-674-1158 (US Toll-Free, fees may apply to international calls) or +44 20 8629 1268 (local UK rates). Customers call this number and leave a voicemail describing their P0/P1 incident and an alert is triggered (24 hrs a day, 365 days a year) to an on-call team that is set up to respond per the defined P0/P1 SLA.
Office Closures 2021
|
Date |
Occasion |
Support Availability |
|
Fri Jan 01 |
New Year's Day (International) |
P0/P1 Support Only |
|
Fri Jan 15 |
Distancing Day* |
P0/P1 Support Only |
|
Mon Jan 18 |
Martin Luther King Jr. Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Feb 12 |
Distancing Day* |
P0/P1 Support Only |
|
Mon Feb 15 |
President's Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Mar 12 |
Distancing Day* |
P0/P1 Support Only |
|
Fri Apr 02 |
Good Friday (UK) |
P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT |
|
Mon Apr 05 |
Easter Monday (UK) |
P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT |
|
Fri Apr 30 |
Distancing Day* |
P0/P1 Support Only |
|
Mon May 03 |
Early May Bank Holiday (UK) |
P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT |
|
Fri May 28 |
Distancing Day* |
P0/P1 Support Only |
|
Mon May 31 |
Memorial Day (US) & |
P0/P1 Support Only |
|
Fri Jun 25 |
Distancing Day* |
P0/P1 Support Only |
|
Fri Jul 05 |
Independence Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Jul 30 |
Distancing Day* |
P0/P1 Support Only |
|
Fri Aug 27 |
Distancing Day* |
P0/P1 Support Only |
|
Mon Aug 30 |
Summer Bank Holiday (UK) |
P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT |
|
Mon Sep 06 |
Labor Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Sep 24 |
Distancing Day* |
P0/P1 Support Only |
|
Fri Oct 29 |
Distancing Day* |
P0/P1 Support Only |
|
Thu Nov 11 |
Veteran's Day (US) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Wed-Thu Nov 24-25 |
Distancing Day (US)* |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Nov 26 |
Distancing Day (UK)* |
P0/P1 Support Only |
|
Thu Dec 23 |
Distancing Day (US)* |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
|
Fri Dec 24 |
Distancing Day (UK)* |
P0/P1 Support Only |
|
Mon Dec 27 - 28 |
Christmas Day & Boxing Day (UK Substitute) |
P0/P1 Support with limited hours for non-P0/P1: 6am-6pm PT |
|
Fri Dec 31 |
New Year's Day (US Observed) |
P0/P1 Support with limited hours for non-P0/P1: 1am-9am PT |
*Distancing Day is a monthly office closure during the 2021 year to help support our staff. The closure is effective for all offices unless noted otherwise.
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