What is considered local business hours for support?

For North America, Business Hours are defined as 6:00 A.M. to 6:00 P.M. Pacific time, Monday through Friday excluding holidays for North America. Business Hours change by country and by the local holiday calendar. For most countries in the world, Business Hours refer to the hours between 9:00 A.M. and 5:00 P.M. during week days (weekends and holidays excluded)

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