You can find information about the Technical Support team below, such as our hours of operation and the observed holidays.
Our hours of operation are
Monday to Friday:
| Region | Hours | Timezone |
| APAC | 9 am - 5pm | Singapore Standard Time |
| EMEA | 9 am - 5pm | Greenwich Mean Time |
| Americas | 9 am - 5pm | Eastern Standard Time |
This enables us to operate 24x5 coverage within the Technical Support team
For any priority 1 issue, per the priority definitions, we provide Technical Support 24x7 365 days a year.
Support for any issues that are not categorised as P1 incidents following the priority definitions will be limited during Bank and Public holidays.
Holidays in 2024/2025
APAC (Singapore)
| Date | Holiday |
| 01/11/2024 | Diwali/Deepavali |
| 25/12/2024 | Christmas Day |
| 01/01/2025 | New Year's Day |
| 29/01/2025 | Lunar New Year |
| 30/01/2025 | Lunar New Year (2nd day) |
| 18/04/2025 | Good Friday |
| 01/05/2025 | Labour Day |
| 06/06/2025 | Hari Raya Puasa |
| 17/07/2025 | Hari Raya Haji |
| 09/08/2025 | National Day |
| 25/12/2025 | Christmas Day |
EMEA
| Date | Holiday | |
| 25/12/2024 | Christmas Day | UK, RO |
| 26/12/2024 | Boxing Day / Second Day of Christmas | UK, RO |
| 01/01/2025 | New Year's Day | UK, RO |
| 02/01/2025 | Day after New Year's Day | RO |
|
6/1/2025 |
Epiphany | RO |
|
7/1/2025 |
Synaxis of St. John the Baptist | RO |
|
24/01/2025 |
Unification Day | RO |
|
18/04/2025 |
Good Friday | UK |
| 21/04/2025 | Orthodox Easter Monday / Easter Monday | UK, RO |
| 01/05/2025 | Labour Day | RO |
| 05/05/2025 | Early May Bank Holiday | UK |
| 26/05/2025 | Spring Bank Holiday | UK |
| 01/06/2025 | Children's Day | RO |
| 15/08/2025 | St. Mary’s Day | RO |
| 25/08/2025 | Summer Bank Holiday | UK |
| 30/11/2025 | St. Andrew’s Day | RO |
| 01/12/2025 | National Day | RO |
| 25/12/2025 | Christmas Day | UK, RO |
| 26/12/2025 | Boxing Day / Second Day of Christmas | UK, RO |
Americas (US)
| Date | Holiday |
| 02/09/2024 | Labor Day |
| 14/10/2024 | Columbus Day |
| 28/11/2024 | Thanksgiving Day |
| 29/11/2024 | Thanksgiving Day +1 |
| 25/12/2024 | Christmas Day |
| 01/01/2025 | New Year's Day |
| 20/01/2025 | Martin Luther King Jr. Day |
| 17/02/2025 | Presidents' Day |
| 18/04/2025 | Good Friday |
| 26/05/2025 | Memorial Day |
| 19/06/2025 | Juneteenth |
| 04/07/2025 | Independence Day |
| 01/09/2025 | Labor Day |
| 13/10/2025 | Columbus Day |
| 27/11/2025 | Thanksgiving Day |
| 28/11/2025 | Thanksgiving Day +1 |
| 25/12/2025 | Christmas Day |
Support regions are defined by:
| Support Region | Country |
| APAC | Singapore |
| EMEA | Europe, the United Kingdom, rest of the world |
| US | The United States of America (North America, Latin America) & Canada |
During the holidays outlined above, support will still be available for high-priority issues, as outlined with the 24x7 coverage for Priority 1. If you experience any problems during those times, don't hesitate to get in touch with outage@complyadvantage.com
During the Christmas period, we implement a code freeze to ensure that there are no code changes deployed to production, which will cause significant harm to the operations of the ComplyAdvantage applications and the infrastructure.
Note: This does not apply to issues related to a priority 1 incident. During this time, resources will be available to resolve those issues.