When submitting a new ticket, you will select a 'Preferred Support Location'. This helps us assign Customer Support Engineers from your region and means you'll be more likely to receive replies in your business hours (rather than at night). When you choose a preferred location, the Support Hours for the purposes of your ticket SLA are as follows:
- Asia Pacific (APAC): 09:00 to 17:00 AEST (Sydney), Monday to Friday
- Europe, Middle East, Africa (EMEA): 09:00 to 17:00 BST (London), Monday to Friday
- Americas (Eastern Timezone): 09:00 to 17:00 EST (US & Canada), Monday to Friday
- Americas (Pacific Timezone): 09:00 to 17:00 PST (US & Canada), Monday to Friday
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