Hana is in AEST (Brisbane) time zone and response times may vary depending on your own time zone.
As a rule Hana will not respond between the hours of 11pm and 8am AEST.
Sometimes a few emails back and forth are required for Hana to assess the full situation and if it sounds too complex for this service, it may require an upgrade to the 30 min guidance call which does not have a 24hr turnaround but a price can be negotiated if need be for urgent situations.