Functional support

Though I appreciate all the help from this forum I am thinking of upgrading to functional support. With functional support for ERPNext on the cloud is tech support able to go into the account and see what the issue is ?

Is their a max time to receive replies

If any issue is related to your data or can only be replicated in your account, we access your account and try to identify and fix the issue. And regarding response time, we generally try to give first response within a hour. And then if we found any issue in code, we try our best to resolve the issue as soon as possible (mostly within 1-2 days).