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Support HoursStandard support hours are 9 AM to 6 PM Eastern Time (2 PM to 11 PM GMT), Monday through Friday, excluding standard U.S. holidays. Support availability may occasionally be limited due to Arcana Development holidays, staff training, or other company events. For plan-based and pay-per-incident support, if your request is received during standard support hours we will respond on the same day. For example, if you are on a 4-hour telephone callback plan and submit an incident at 5:50 PM, you will hear back from us by 9:50 PM, even though that is outside standard support hours. Some plans provide 24x7 support for mission-critical incidents. For such incidents you will hear back from us regardless of the day or time.
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