Sonatype Support's standard hours of operation are from 8a.m. to 8.p.m Eastern time, Monday through Friday, excluding Sonatype holidays. Support outside of those hours is done on a best effort basis.
If you have purchased Extended Support, you can obtain round the clock support for any Severity 1 (Production Outage) issues. Please note, the extended support policy covers Production Outages only.
To Get Help Outside of Normal Business Hours for your Production Outage:
- Go to https://SUPPORT.sonatype.com
- Log In - the person logging in must be an authorized support contact so that the system can validate you have an extended support policy.
- On the ticket form, select "critical production system outage" as the issue type.
Please ensure your list of authorized support contacts are kept up-to-date using the procedures documented in this article.
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