Account Managers address client requests during their local office hours. The specific hours may vary slightly depending on the location of your Account Manager. During the introduction process, each Account Manager will share their support hours with you. Typically, support hours are a minimum of 8 hours per workday, excluding weekends and public holidays.
Coverage during leave
If your Account Manager is on leave for more than two business days, you will be assigned an alternative point of contact to ensure continuous support.
Response times
Support requests: Acknowledged within a maximum of 24 hours.
Bugs: Receive primary attention to ensure they are resolved promptly.
Please note the distinction between a bug, an issue, and a request for further clarity to ensure appropriate handling of your support needs.
By understanding and utilizing these support structures, you can ensure that your interactions with Rehive are smooth and efficient, allowing you to focus on growing your fintech business.