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The Mana team is taking a break from 20 Dec to 04 Jan

Guidance on using Mana over the holiday period

K
Written by Kelly Stubbs
Updated today

Hi Mana community,


As the year comes to a close, we want to wish you all a wonderful, peaceful holiday season! We know how much hard work you've put in, and we hope you get a truly restorative break. Just like many of you, our Mana team will be taking a scheduled end-of-year shutdown period to rest, recharge and spend time with loved ones.


Key dates:

Please note that our core team will be offline and unavailable during this period:

  • Last day to contact the team: Friday 19th December 2025

  • Team return date: Monday 5th January 2026

If your issue is non-critical, please expect a delay until the New Year.

Public holiday closures (no support available):

We will be completely shut down on the following public holidays, meaning no human support will be available, even for critical issues:

  • Thursday, 25th December 2025 (Christmas Day)

  • Friday, 26th December 2025 (Boxing Day)

  • Thursday, 1st January 2026 (New Year's Day)

Critical system support (emergencies only):

Throughout the shutdown period (Dec 20th - Jan 4th), we will have a small, dedicated engineering team available only between 9:00 AM and 5:00 PM AEDT to monitor for and address any critical system outages or major issues that prevent widespread access or platform use.

How to report a critical outage:

  • Email us at [email protected] with a detailed description of the outage/issue.

  • Phone & human chat will not be available during this period.

Important note: if your issue is not a system outage or a major issue impacting all users (e.g., a "how-to" question or minor account change), it will not receive a response until our full team returns on 5th January 2025.

What to expect for all other requests:

  • 24/7 AI support: Our Mana AI Agent will be available 24/7 for general customer queries. Look for the ? icon in Mana to start chatting with them.

  • Browse our Help Centre for self-service content on how to use Mana.

  • General support: All requests regarding "how-to," training, minor bugs, billing, feature requests or account changes will be queued and held until our full team returns in early January.

  • Email Replies: Emails sent to individual team members will not be monitored or replied to until after Monday 5th January 2026.

Thank you so much for your understanding and for being such a wonderful part of the Mana community this year.

We look forward to supporting you, fully recharged and ready for a great 2026!

Warmly,

The Mana Team

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