[2020] Jagex not a 24 hour operation anymore?

Hey - I head up Player Support at Jagex, so just to clarify:

• We provide Player Support 24/7, 365 days a year
• Our core office hours are 8am to 10pm UK time
• Over night, from 10pm to 8am UK time we have Player Support staff working from home, set up as if they were in the office, responding to queries, account recovery appeals, checking bug reports, player abuse reports, and importantly, checking that systems are operational, and escalating to Dev & Tech on call teams if there is a problem.
• Specifically on Twitter, we monitor this during our core hours, with the assistance of Community Helpers, and we have ensured that the Community Helper volunteers are situated around the world, so there is help available on Twitter between 10pm & 8am UK time.
  

Your best option, always, is to visit the Support Centre and submit your query from there - contrary to the belief of some, twitter support is about signposting players to the support centre as we cannot resolve account queries over twitter due to needing to validate who we are speaking to.

We work to a 48 hour response time for all queries, and in practice, we actually respond to around 98% within 24 hours (34% are actually within 1 hour, 85% within 12 hours).

Hope that helps.

EDIT: There are IT, Dev & Game Engine Jagex Staff on call for Player Support Night Shift to call in the event of a problem or serious bug - in reality, this happens overnight very rarely