One benefit of doing a hackathon around the holidays is that support volume is generally way down as well (at least in an enterprise software world). That being

One benefit of doing a hackathon around the holidays is that support volume is generally way down as well (at least in an enterprise software world). That being said, one of our internal company values is (bear with me for the impending cliche) "customer first", and that's a golden rule for the team, so if something major comes up that would indeed take precedence. For minor things, it's not crazy to adjust the SLA. Some companies adjust support SLAs for all-company meetings, conferences, offsites, and so on. That, and we may've also just gotten lucky :)