On Monday, October 12th, 2009, we will be suspending our normal and lower SLA response times.
While we do not expect to have any interruptions in the support availability, during certain times staff will only be tasked with responding to high and urgent priority requests during business hours in the EST time zone. We are using a quiet holiday on Monday to roll out our new SLA framework, new call handling and handoff procedures and completely test the systems.
We expect to announce the changes to our support systems later this week and thank you for your patience during this launch. We will certainly do all we can to help during this time, we just wanted to apologize for any inconveniences that may be caused ahead of time.