Happy to say my issue was resolved. Employee was great!!

Although a support ticket was created as soon as possible, and got a call from support agent soon thereafter, when called the first time I had to leave a voice message that otherwise could have been immediate instead of waiting for a few hours to just get an admin access for installing apps needed to open up customer provided files to address their request. Austin contacted later but I had stepped away so, had to request a call back in an hour. I tried calling back instead in an hour but was left on hold for an agent for quite some time so, hung up to take care of a quick meeting. Austin called later and once contact was made, he was able to swiftly take care of it.