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The standard hours of service described here applies to all customers who have a current maintenance or support agreement. Standard Support Hours are defined as Monday through Friday, 8:00am - 5:00pm in the customer's local time zone, excluding *Genus Holidays.
While Genus customers may submit and check the status of support tickets at any time, tickets are only given attention during standard support hours, unless other arrangements have been made in advance. Any tickets received outside of standard support hours will be addressed the following business day.
*Official Genus holidays are as follows:
- New Year's Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Friday after Thanksgiving
- Christmas Eve afternoon
- Christmas Day
- New Year's Eve afternoon