We understand that quick and efficient communication is key to maintaining a great relationship with our clients. At times, you might experience delays in receiving email responses from our support team. We apologize for any inconvenience and appreciate your patience. This guide will help you understand why response times may vary and how you can expedite your requests.
Why Response Times May Vary
High Volume of Requests: There are periods when we receive a high volume of requests, which could delay our response time. Rest assured, every request is important to us, and we are committed to addressing them as quickly as possible.
Complexity of Requests: Some inquiries require more time to address than others due to their complexity. We strive to provide thorough and accurate responses, which sometimes means taking a bit more time to ensure we have all the necessary information.
Non-Business Hours: Our standard business hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. EST. If you send an email outside of these hours, you can expect a response during the next business day.
How to Expedite Your Requests
Copy Dani Whitfield on Work-Related Tasks: Dani, our Executive Assistant, ensures that operations run smoothly and efficiently. Include her in your emails for work-related tasks that need immediate attention. Her email is dani@iconcity.net.
Reach Out to Rob E Street for Billing or Urgent Account-Related Issues: Rob, our Vice President of Operations, can address any billing or urgent account-related concerns. His email is rob@iconcity.net.
Use Specific Subject Lines: Make your subject line specific and clear. This helps us prioritize your request and ensures it reaches the right person. For example, instead of "Help," use "Issue with Ad Buying Services."
Provide Detailed Information in Your Email: The more information you provide about your issue or request, the faster we can resolve it. Include relevant details such as your account number, the service you're using, and any error messages you've received.
Use the Online Support Portal: Our online portal is designed to help you find answers to common questions and submit requests directly. Visit www.iconcity.net/support to get started.
Additional Tips
Check Your Spam Folder: Sometimes, our emails may end up in your spam folder. To prevent this, add our email addresses to your contacts or safe sender list.
Follow Up If Necessary: If you haven't heard back from us within 48 hours, feel free to send a follow-up email. We appreciate your patience and understanding.
We're here to support you and ensure you have the best experience with Icon City Entertainment. Thank you for being a valued member of our community
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