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AVAILABILITY and Communications Explained

Section A: iRQ Team Availability:

Effective from 10 March, 2025, we work ‘Five-Days’ or ’60 Hours’ a Week (MON- FRI).

  1. For consistency, we are available from 0500 to 1700 Hours in Singapore Time – All Year Long!
  2. We recommend WorldTimeBuddy for time conversion in your local time zone throughout the year.
  3. iRQ staff will be able to provide general support and limited updates, and add your requests to iRQ.

Section B: Project Team Availability:

  1. Your project team staff will only be available up to 7 hours in a day and 32 hours per week.
  2. As per ‘Right to Disconnect’ Legislation (26 August 2024) project members will only be available during their shift.

Section C: Concierge Clients:

  1. Concierge clients can book 3 Huddles of 15 Minutes per week at a time of their choosing from the options available on our calendar.
  2. These huddles must be booked at least 3 working days ahead of time. These huddles are available Monday-Friday, however max 3 clients per day, so will always be first-come, first-served basis.
  3. Fourth huddle in a week will attract additional fee outside the project cap and is non-refundable.

Section D: Non Concierge Clients:

All other clients can purchase huddle sessions at standard fee of US$29.00 per 15 minutes. Please consult your Project Leader to buy additional huddle sessions.

  • Prospective Clients  Book ‘Readiness Exploration’ Consult HERE.
  • Current clients please use ‘Log IRQ Ticket‘ via Trello. Please consult with your PL or SL for process details. 
  • * You can buy Broadcast Productions for non-working days by emailing us.

Section E: Regulatory Compliance:

Effective from 21 Jan 2022, only the Project Leaders are available on A/V Sessions.

Please do not forget to check the Chat and Email support sections below.

Chat support is only available to clients on  Concierge packages. 

  • Primary Channel – Telegram Messenger.
  • Contingency Channel – LinkedIn Chat.
  • Available – During Work Hours of your location, or via booked Concierge Sessions.
  1. Non-Concierge Clients can apply for  subscription to Chat Support for US$ 249 per month or US$ 2199 annually.
  2. Please do not forget to check AHT Explained section. You’ll find it very useful in understanding our response time.
  3. Work-life balance, Operations priority and Project caps apply.

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

We reply within 2 working days (Mon-Fri)

While often we respond within minutes, your Experience Partner may take 2-3 days depending on the iRQ 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 place in the queue.
  • We check and reply to emails up to 3 times a day
  1. 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.
  2. Please do not forget to check AHT Explained section. You’ll find it very useful in understanding our response time.

Accords Division attends any relevant communications 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 Thursdays with an ETA of 2 Working Days, hence on 2 contiguous Thursdays.

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.

  • AHT (Average Handling Time) is the time in which we will reply to your messages.
  • On any working day, we will respond to your first chat contact within the first 3 working hours.
  • For email contact, we reply within 2 working days. 
  • Follow up response time on chat will vary between 1 hour to 6 hours.
  • For email, your Experience Partner will provide you ETA where applicable.
  • Production means behind the scenes design, strategy, training, technical and operational activities.
  • During busy times we may ask you to submit your requests/queries via Trello
  • All contact irrespective of the platform used is added to the iRQ (Intentional Request Queue)
  • All items in iRQ are handled on first-in, first-out basis. We aim to reply within the first 24 hours.
  • As you may already know we usually respond much faster, however our AHT is our assured standard.

For urgent and emergency queries you’ll have access to either your FPOC (First Point of Contact) or SL (Strategy Leader) which is usually by giving them a missed call on Telegam.

We advise to use this option sparingly and thoughtfully as our aim is to stay focused on delivery and only indulge in online interactions when booked or necessary.

In case of website down, or social media security issues, please do not hesitate to contact at any time, 24/7 however kindly wait for someone to be available as soon as they can.

Please note, we are still working on adding more details to this process and will email you when published.

Non-Concierge Clients can apply for  subscription to Chat Support for US$ 249 per month or US$ 2199 annually.

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

Setting Your EXPECTATIONS Right

* During 2019 to 2024 we experimented with various timings, and 5 day work schedule. We find that our 4-Day and up to 36 Hours schedule works the best for us to deliver quality experience to you. Hence, we will revert and stick to our 4-Day week from 1 Feb 2025. 

SETTING YOUR EXPECTATIONS RIGHT

While you may have noticed that we often respond faster than our Average Handling Time (AHT), we still want to set clear expectations so you can plan accordingly.

  • Our team typically replies to emails within a couple of hours—sometimes even within minutes. However, if you don’t hear back as quickly, please remember that our team members are authorized to respond within the AHT-driven Email Time Slots. This approach allows them to focus on their work without the stress of constantly checking and responding to emails in real-time.
  • Our team checks their emails a minimum of twice and a maximum of three times per day during specific windows in their shifts. We intentionally do not require team members to keep their email client or app open throughout the day. In fact, we encourage them to close their email outside of their designated Email Check Time Slots to remain focused and stress-free. Please keep this in mind—they will read and respond to emails only during their active windows, which depend on their individual shifts.
  • Additionally, we discourage staff from installing work email on their mobile devices. We do not promote a 24/7/365 connected work culture. Instead, we strongly advocate for self-care, personal time, and honoring time off. If you email us between Friday and Sunday, please note that you will not receive a response until Monday. We encourage you to adhere to our publication cycles, which ensure work is prepared well in advance, avoiding last-minute stress.
  • Email/Trello (in that order) remains our preferred primary mode of communication. Once you’ve sent an email, please allow us the necessary time to respond within the AHT. There’s no need to send duplicate or follow-up messages across social media or chat platforms. Rest assured, we respond to every email where a response is applicable—no exceptions.
  • To help us assist you more efficiently, always include your CLIENT ID in the email subject line and keep the subject concise and relevant to your query (ideally under four words). This helps us assign your email to the most appropriate team member and provide a prompt, practical response.

The mental health of our team members and clients is equally important to us. We believe in a collaborative approach to finding solutions and discourage impractical arguments. We ask for the same considerate approach from our clients toward our team members—they are your team members too!

Kindness, focus, and balance are the keys to everything we do. This is our INTENTIONAL* EDGE way of working—for you and for us!

SEASONAL BREAKS

We Take 2 Seasonal Breaks each year that last from 5-7 days. During these breaks your projects will continue operating as 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.  Our mail support continues with a 3 days response time. We take these breaks on fixed dates every year as listed below: 

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

Note from the CEO: In 2023 and 2024 we did not take these breaks as planned. 2025 onwards we will work to ensure these breaks are honored as planned. 

ANNUAL BREAKS

We also take annual break from 23 December to 17 January every year. As always, your project continues to operate but direct contact and real-time requests will take longer.