Account Managers will address client requests during office hours based on where the Account Manager is located. In certain cases, this may vary slightly depending on the Account Manager. Each Account Manager will share their support hours with you during the introduction process. Support hours for your account manager will be a minimum of 8h per workday excluding weekends and public holidays.
For periods during which your Account Manager is on leave for more than two business days, you will be assigned an alternative point of contact. Support requests will be acknowledged within a maximum of 24h with bugs receiving primary attention. Please take note of the difference between a bug, an issue, and a request for further clarity.