Ludus is a small team, but our #1 motto is to offer friendly, pro-active support.
Our official support hours are from 10am - 5pm EST Monday - Friday. In the summer (June 1 - August 31), our hours are 10am - 3pm EST Monday - Thursday. We typically respond in less than an hour, but sometimes it may take a little longer depending on the day or type of request.
We read every message that comes in, even if after office hours. If it's an emergency message like, "Help, I think I blew up the Ludus server!" then we'll probably respond during off hours. Otherwise, we'll get back to you as soon as we're able (which sometimes can be while watching our favorite Monday night sitcoms).
We also keep track of when shows / events are happening and are always on-call if you truly need us.
Overall, remember we're humans with families, friends, dinners, etc., just like you.