Sonatype Support's hours of operation are from 8a.m. to 8.p.m Eastern time. Support outside of those hours is done on a best effort basis.
However, if you have purchased 24x7 support you can obtain round the clock support for critical system failures. To obtain out of hours support a support ticket must be filed at https://support.sonatype.com by one of your designated authorized support contact. In the ticket form, select "critical production system outage" as the issue type. The ticket must be filed by an authorized support contact in order for a pager alert to be raised.
Please ensure your list of authorized support contacts are kept up-to-date using the procedures documented in this article.