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For distraction free production and Smarter Mental Health Care We check our emails only 2 times during our work hours

We work ‘Four-Days‘ or ‘30 Hours‘ a Week since 2012. (MON- THU) 

* You can buy Broadcast Productions for non-working days by emailing us.

Only the Project Leaders are available for A/V Sessions.

Chat support is only available to the clients of Concierge Plans.

  • Primary Channel – Telegram Messenger.
  • Contingency Channel – LinkedIn Chat.
  • Available – During Work Hours, or via Concierge Support Sessions booking.

Non-Concierge Clients can subscribe to Chat Support for US$ 249 per month or $1800 annually.

Work-life balance, Operations priority and Project caps apply.

Email us at iteam@szebastian.com for any query, feedback, or submissions.

We reply within 2-3 working days (Mon-Thu)

While often we respond within minutes, your Experience Partner may take 2-3 days depending on the message queue. Project work delivery, request queue and personnel availability take precedence.  

Depending on the request/concern, your Experience Partner may seek more time.

We highly recommend :

  • Always use your 9 Digit Project/Client ID in the Subject line, followed by Primary Reason for emailing.
  • Sending detailed, complete messages including as much information and as many queries as you can include in a single email.
  • Waiting for a response 2-3 working days before following up to maintain your number in the queue.
  • We check and reply to emails 2-3 times a day.

IMPORTANT: Our personnel keep their email client closed outside of email checking schedule for undivided attention on the project tasks as an INTENTIONAL Smarter Mental Wellbeing priority.

Accords Division attends any relevant communications on AEST Thursdays with an ETA of 5 Working Days. They attend to Billing, Technology, Media and Legal support requests and are available via email only.

INTENTIONAL Relations Officer (IRO) attends any relevant communications on AEST Mondays and Thursdays with an ETA of 4 Working Days.

The IRO attends escalations from Accords Division related to Billing, Technology, Media and Legal support requests. They are only available via email. You must have worked with Accords Division requesting the IRO.

We post all Operational, Policy and Process changes and updates at this link. It is your responsibility to review these changes periodically. We will always email you 30 days ahead of time regarding any policy changes via accords@szebastian.com. Please save this email address in your contacts to avoid missing important updates. You can also opt-in here.  

We are an unapologetic Four-Day Week Team since Year 2012

SETTING YOUR EXPECTATIONS RIGHT

While you may have already experienced that we respond faster than our AHTs, we still want to set your expectations right so you can also organize yourselves accordingly.

  • Often, we may reply to your emails within a couple of hours, sometimes even minutes. However, if you don’t hear back that rapidly please remember our team members are authorized to respond within the AHT driven Email Time Slots, without having to stress about checking and responding to their emails in real-time.
  • Our teams check their email a minimum of twice a day and maximum three times a day during specific windows on their shifts. We do not require them to keep their email client/app open and active throughout the day. In fact, we encourage them to close their emails outside their ‘Email Check Time Slot’ so they can focus on their work without distraction or stress. Kindly bear that in mind so you know they will only read and respond to the emails during their active windows, which depends on their individual shifts.
  • Intentionally, we discourage staff from installing work emails on their mobile devices. We do not support 24/7/365 connected work culture. Instead, we strongly believe in self-care, personal time, and time-off is time-off. If you are writing Between Friday to Sunday, please know there will be no response until Monday. Hence, we encourage you to adhere to our publication cycles which ensure work is ready weeks in advance and nothing is last minute.
  • Email is our preferred primary mode of communication. Once you have emailed us, please allow us time to get back to you within the AHT. Sending the same or follow-up messages on all our social media and chat avenues isn’t needed. We reply to every email where a response is applicable within our AHT, no exceptions.
  • Please always mention your CLIENT ID in the subject of your email and try to keep the Subject relevant to your query and under 4 words. It helps us assign the email to the most relevant team member and get back to you promptly with the most practical solution or response.
  • Mental Health of our Team Members as well as Clients is equally important to us – we believe in a collaborative approach for finding answers, rather than get into impractical arguments. We anticipate the same approach from our clients towards our team members, because they are your team members too!
  • Kindness, Focus and Balanced is the key to everything and is our INTENT!ONAL way of things – for you, for us!

SEASONAL BREAKS

We Take 2 Seasonal Breaks each year that last from 5-7 days. During these breaks your projects will kee[ running as usual however we do not book-in any consults (including calls and chats), nor do we carry out on any new strategy or design work. Existing work-production continues as normal. We also do not provide day to day chat support during these breaks; however email support continues as usual. We take these breaks on fixed dates every year as listed below: 

  1.  01 to 07 April 
  2.  25 to 31 August 

 

ANNUAL BREAKS

We also take annual break from 21 December to 9 January every year. As always, your project continues to operate but direct contact and real-time requests will take longer.