Support Service Levels Support Service Levels

End-user support is provided during business hours, approximately 16:00 to 00:00 UTC (or 15:00 UTC to 24:00 UTC while US Daylight Savings Time is in effect), and excludes weekends and holidays.

The team is geographically-distributed, and provides emergency coverage (e.g. service down conditions) on a 24x7 basis. provides hosting for Open Source software development projects. staff provide support for the site to hosted projects and project end-users (e.g. downloaders). We maintain the following internal targets around support coverage for the site:

Service type / Response time
Ticket / One business day
Email / One business day
IRC / Realtime during business hours

Weekend and Holiday Coverage

Weekend coverage hours apply from approximately 00:00 UTC on Friday until 16:00 UTC on Monday (24:00 UTC on Friday until 15:00 UTC on Monday while US Daylight Savings Times are in effect). is a US-based site; staff observes US holidays. staff maintain a watchful eye over the site and services during holiday breaks through the use of automated monitoring and periodic manual checks.

Users encountering issues with the site or services during one of our scheduled holiday coverage windows should continue to report the issue as normal. staff periodically review the incoming Support Request queue during holidays and will take action on issues deemed to be of a critical nature (e.g.# a service outage). All non-urgent issues will be deferred for handling after the holiday coverage window.

How to Get Help

Site Documentation is provided as a self-help resource. staff keep this documentation up-to-date as the site interface and services change. Documentation updates occur within one business day of functional changes.

Support for the site is predominantly provided by ticket. Tickets will receive initial review within one business day.

Support for the site is provided in real-time via IRC during business hours. We will assist users on IRC as we are available.


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