Table of Contents:
Customer support during on-call hours and holidays
Appian Advanced or Enterprise customers are entitled to 24x7 support for production issues (P1 and P2 cases only). This means that these customers will be supported over the weekends and bank holidays by on-call engineers.
Below are the required steps Advanced or Enterprise customers must take to get support from on-call engineers:
On-call hours within each region
Dates of holidays within each region
Below is a list of all holidays in various regions for 2023 and 2024. Some of these holidays will now include Blackout Dates. During these Blackout Dates no security patching, applying of hotfixes or upgrades can be scheduled between 4:00 PM EST / EDT on the Blackout Start Date until 10:00 PM EST / EDT on the Blackout End Date.
Should there be a requirement for patching, hotfixes or upgrades to be carried out during a blackout period, please open a support case no later than 48 hours prior to the commencement of the Blackout Start Date, requesting an exception including business or operational requirements.
Region
Holiday
2024 Date
Blackout Start Date*
Blackout End Date**
USA
Memorial Day
Monday 27th May
Friday 24th May
Independence Day
Thursday 4th July
Wednesday 3rd July
Monday 8th July
Labor Day
Monday 2nd September
Friday 30th August
Tuesday 3rd September
Thanksgiving (2 days)
Thursday 28th & Friday 29th November
Wednesday 27th November
Monday 2nd December
Christmas (2 days)
Wednesday 25th & Thursday 26th December
Wednesday 18th December
Wednesday 3rd January 2025
New Year’s Day
Wednesday 1st January 2025
UK (EMEA)
Good Friday
Friday 29th March
Thursday 28th March
Monday 1st April
Easter Monday
Early May UK Bank Holiday
Monday 6th May
N/A
Spring UK Bank Holiday
Summer UK Bank Holiday
Monday 26th August
Christmas
Wednesday 25th December
Boxing Day
Thursday 26th December
New Year's Day
Sydney (APJ)
Australia Day
Friday 26th January
Friday 28th March
Anzac Day
Thursday 25th April
King's Birthday
Monday 10th June
August Bank Holiday
Monday 5th August
Labour Day
Monday 7th October
* No Maintenance Windows or Upgrades can be scheduled after 4:00 PM EST / EDT on the Blackout Start Date
** Maintenance Windows or Upgrades can be scheduled after 10:00 PM EST / EDT on the Blackout End Date
Last Reviewed: February 2024