Add AMER Holiday Coverage Targets section to AMER Support page

* FRT SLA attainment % is maintained at or above target.

* Ticket distribution is even across all AMER support engineers.

* Engineers have dedicated time for backlog and project work.

### AMER Holiday Coverage Targets

The table below sets the minimum coverage we aim to maintain on upcoming

holidays where there is a risk of too many people being off at once.

Targets are based on historical ticket volume for each holiday. Use it, together

with the [Support OOO - AMER calendar](https://calendar.google.com/calendar/embed?src=c_9166d2302886c4ae23f34099eeb4015e2d520e1dd4029711becd8370be996513%40group.calendar.google.com),

as a quick self-check before requesting a holiday off.

#### Coverage targets

"Target % working" is the minimum percentage of the AMER team that should be

working that day. Regardless of forecast volume, we always maintain a minimum

coverage of 15%.

| Holiday | Date | Day | Region | Target % working |

| ----- | ----- | :---: | ----- | :---: |

| Civic Holiday | 2026-08-03 | Mon | Canada | 67% |

| Labor Day | 2026-09-07 | Mon | US + Canada | 60% |

| National Day for Truth & Reconciliation | 2026-09-30 | Wed | Canada | 67% |

| Thanksgiving (Canada) / Indigenous Peoples' Day | 2026-10-12 | Mon | US + Canada | 64% |

| Remembrance Day / Veterans Day | 2026-11-11 | Wed | US + Canada | 62% |

| Thanksgiving (US) | 2026-11-26 | Thu | US | 55% |

| Day after Thanksgiving | 2026-11-27 | Fri | US | 47% |

| Christmas Eve | 2026-12-24 | Thu | US + Canada | 15% |

| Christmas Day | 2026-12-25 | Fri | US + Canada | 15% |

| Boxing Day (observed) | 2026-12-28 | Mon | Canada | 21% |

| New Year's Eve | 2026-12-31 | Thu | US + Canada | 15% |

| New Year's Day | 2027-01-01 | Fri | US + Canada | 15% |

| Martin Luther King Jr. Day | 2027-01-18 | Mon | US | 65% |

If a holiday you feel should be included is missing, let your manager know

and we will review the data and add a target for it.

#### Before requesting a holiday off

1. **Check the table above** for the target coverage on the day you want off.

1. **Check the [Support OOO - AMER calendar](https://calendar.google.com/calendar/embed?src=c_9166d2302886c4ae23f34099eeb4015e2d520e1dd4029711becd8370be996513%40group.calendar.google.com)**

   for that day's summary event, which shows the percentage of the team

   available (for example, `AMER: at 94%`). See

   [Support Time Off calendars](/handbook/support/support-time-off/#support-time-off-calendars)

   for subscription steps.

If the calendar percentage is above the target, go ahead and submit your

request. If it is at or below the target, check with your manager before

submitting — if it's a day you really need, say so and we'll work it out.

As a general rule, Canadian holidays are for Canada-based engineers to take

and US holidays for US-based engineers.

{{< note >}}

The calendar updates nightly with submitted time off, so new requests appear

after the next refresh. All existing

[holiday and time off guidance](/handbook/support/support-time-off/) still

applies; this check does not replace it.

{{< /note >}}