[{"nid":51990,"vid":66196,"status":true,"last-changed":"2023-11-20T10:32:53+00:00","title":"Support Handbook","uuid":"070140c8-6369-48ba-bc07-ca43f6742b49","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook","title":"Support User Guide","options":[]}]},{"nid":53614,"vid":69240,"status":true,"last-changed":"2023-11-29T15:30:45+00:00","title":"Types of Support","uuid":"84a0dfdf-28b8-4265-831c-7108aab5a76e","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/what-is-technical-support","title":"Types of Technical Support & What is Technical Support","options":[]},{"uri":"\/support\/handbook\/standard-entitlement","title":"Standard Entitlement","options":[]},{"uri":"\/support\/handbook\/priority-entitlement","title":"Priority Entitlement","options":[]},{"uri":"\/support\/handbook\/premium-support-services","title":"Premium Support","options":[]},{"uri":"\/support\/handbook\/level-3-subscriptions","title":"Partner Support (Level 3 Subscription)","options":[]},{"uri":"\/support\/handbook\/support-business-hours","title":"Support Business Hours","options":[]}]},{"nid":53615,"vid":69241,"status":true,"last-changed":"2024-01-15T12:57:07+00:00","title":"Scope of Support","uuid":"074d534c-19b3-4047-b236-fbd01daf6a10","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/what-is-supported","title":"What is Supported","options":[]},{"uri":"\/support\/handbook\/what-is-not-supported","title":"What is Not Supported","options":[]},{"uri":"\/support\/rancher-prime\/","title":"Support and Maintenance for Rancher Prime","options":[]}]},{"nid":53616,"vid":69242,"status":true,"last-changed":"2023-10-02T09:41:13+00:00","title":"Severity Types","uuid":"2b148b85-1752-4546-a705-881ddd1f7b68","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/severity-types","title":"Severity Types","options":[]}]},{"nid":53617,"vid":69243,"status":true,"last-changed":"2023-10-02T09:44:23+00:00","title":"Working With Support","uuid":"35ca853b-3bfe-4af0-9fab-31d882c54ad7","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/how-to-effectively-work-with-support","title":"How to effectively work with support","options":[]},{"uri":"\/support\/handbook\/opening-a-support-case","title":"Opening a support case","options":[]},{"uri":"\/support\/handbook\/closing-a-support-case","title":"Closing a support case","options":[]},{"uri":"\/support\/handbook\/escalations","title":"Escalations","options":[]},{"uri":"\/support\/handbook\/support-contact-numbers","title":"Support contact numbers","options":[]},{"uri":"\/support\/handbook\/helpful-links","title":"Helpful links","options":[]}]},{"nid":53619,"vid":69245,"status":true,"last-changed":"2023-10-25T08:59:37+00:00","title":"Additional Services","uuid":"4d3539fc-fe22-40cc-aa12-ffe48d629418","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/additional-support-options","title":"Additional support options","options":[]},{"uri":"\/services\/premium\/","title":"Premium support services","options":[]},{"uri":"\/services\/","title":"Consulting services","options":[]},{"uri":"\/training\/","title":"Training","options":[]}]},{"nid":53620,"vid":69246,"status":true,"last-changed":"2023-11-01T20:14:21+00:00","title":"Support Policies","uuid":"dd6e037b-313b-4ab4-a1a0-dfe43727fef0","type":"node--sidebar_and_content_section","content-type":"sidebar_and_content_section","langcode":"en","alias":"","product-slug":null,"unlimited-links":[{"uri":"\/support\/handbook\/support-self-help","title":"Support self-help","options":[]},{"uri":"\/support\/handbook\/language-support","title":"Language support","options":[]},{"uri":"\/support\/handbook\/support-level-definitions","title":"Support level definitions","options":[]},{"uri":"\/support\/handbook\/general-information","title":"General Information","options":[]}]}]

Support Business Hours

Business hours are defined as:

EMEA 06.00 to 18.00 (CET) Monday to Friday
Americas 06.00 to 18.00 (MT) Monday to Friday
APJ 06.00 to 18.00 (SGT) Monday to Friday

CET = Central European Time

MT = Mountain Time

SGT = Singapore Time

Standard business hours do NOT include weekends or public holidays.