All vacation requests and time-off notices should be sent to your direct manager by email. Time-sensitive notices, like sick time and emergency leave, should be posted in Teams (Customer Success).



Vacation Requests

To request vacation time:

  1. Ensure you have available vacation days. Check with the General Manager (Celeste) if you are not sure.
  2. Send an email request to the Customer Success Manager (Paul)
  3. Cc. the Customer Experience Manager (Ron) and General Manager (Celeste) on the email so they are aware of the request.
  4. Approval is at the discretion of the Customer Success Manager based on coverage and ticket load
  5. Block the time in your Outlook calendar immediately after vacation has been approved.


Requests should be submitted at least 2 weeks in advance if possible. 

Exceptions can be made for special circumstances.



Blackout Period


Nov. 22 - 29, 2021


Black Friday/ Cyber Monday (aka BFCM) and the week leading up to it is our busiest and most critical time of year. Unfortunately, vacations requested during the blackout period cannot be approved. No exceptions.



Time off/ Personal Leave

While it is preferred that you schedule appointments outside of business hours, if you do need to take time off for medical or personal appointments, whether it is a full day or a partial day:

  1. Send an email notification to the Customer Success Manager (Paul) indicating why you need to be away and when. 
  2. Cc. the Customer Experience Manager (Ron) and General Manager (Celeste) so they are aware that you will be away.
  3. Block the time in your Outlook calendar as soon as you become aware of the appointment.
  4. If calls have already been scheduled during the time you plan to be away, please make arrangements with other Customer Success team members to cover the calls. If a CS team member is unable to handle the calls, check with Celeste or Ron. If no one can cover the calls, let Paul know immediately.


Notifications should be submitted as soon as you are aware that you need time off, and ideally at least 48 hrs in advance if possible. 


Please avoid scheduling appointments during business hours the week of BFCM if at all possible.



Sick Time/ Emergency Leave

If you cannot make it to work due to sudden illness or personal emergency, and expect to be away the entire day, or need to leave early, come in late or step away for a period of time during the day:

  1. Post a message in the Customer Success Teams Chat (not in General) as soon as you're aware you need to be away, and if possible, let the CS team know if you have calls scheduled during the time you need to be away so that another team member can take the call or contact the merchant to reschedule.
  2. Block the time you expect to be away in your Outlook calendar if possible. If you are not able to, please contact Celeste immediately and ask her to do it for you.