Another question - is the device only available for a limited time for support agents to access starting from Wednesday 15th 8:30GMT? Does it require an on-site technician during support windows? If so, I recommend you reaching out to us via paid support channels, since you’re on a paid plan. You can reach us via these channels from your balenaCloud dashboard at the bottom right – there’s a tab labeled “Need help?”. Generally the response times will be shorter, in case the issue on your device is time-sensitive.
On the other hand, if the issue is not limited by the presence of an on-site tech or it’s not time-limited in any other way, feel free to reach out to us on Wednesday via the channels mentioned above and we can take a look at the device together. Thanks!