At Emporiant, you talk to the people actually doing the work — not a rotating account manager, and not a ticketing queue with a number attached to your problem.

How to reach us

• Direct email: the contact address given to you during onboarding (this goes straight to your actual point of contact, not a shared inbox)
• “Send Message” button at the bottom of this Knowledge Base — routes directly to the team, no ticket number, no waiting in a queue
• Growth OS™ Acquisition/Scale clients: direct line to Anto for anything beyond routine day-to-day questions

What to include in your message

To get a fast, useful answer on the first reply:

• Your company/account name
• What you need help with, specifically
• Any relevant screenshots, report links, or dates
• Urgency level, if time-sensitive (e.g., “campaign is disapproved and paused right now” vs. “question about next month’s plan”)

Response times

• General questions: within 1 business day, usually much sooner
• Urgent issues (paused campaigns, billing problems, tracking outages): same business day
• Support hours: Monday–Friday, standard Central European business hours. Emporiant is a lean, founder-led operation, so outside these hours expect a next-business-day response rather than instant replies — we’d rather set that expectation clearly than overpromise 24/7 coverage we can’t consistently deliver.

When you might not get an immediate reply

Weekends and public holidays (Austria) are outside standard response windows. If something’s genuinely urgent outside these hours (e.g., a live campaign is misfiring and burning budget), flag it as urgent in the subject line — we do check for anything marked that way.

Why this matters

No account manager means no game of telephone between you and the person who actually built your campaign. It also means faster fixes: the person you’re talking to can usually just go make the change, rather than filing it for someone else to action later.