Support from Acquia's Technical Assistance Center is offered in the following regions and time zones except during observed holidays. See the Support Holiday calendar for details.

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 either unavailable or limited during observed holidays in each support region. 24x7 subscribers are excepted. “Limited” holiday support means Support will be provided by on-call personnel for Critical Urgency issues only.

2010 Americas observed holidays

• New Years Day – Friday, 1 January
• President’s Day – Monday, 15 February
• Memorial Day – Monday, 31 May
• Independence Day (celebrated the day after) – Monday, 5 July
• Labor Day – Monday, 6 September
• Thanksgiving Day – Thursday, 25 November
• Day after Thanksgiving – Friday, 26 November
• Christmas Day (celebrated Christmas Eve)– Friday, 24 December