> Is it okay for an engineer to take responsibility for a client and reach out to them directly instead of through an middle man support? The problem with this

> Is it okay for an engineer to take responsibility for a client and reach out to them directly instead of through an middle man support? The problem with this is that the client now has your direct contact information. If you help them out, then you can bet the next time they have an issue they are coming straight to you rather than going through official channels. If they work at large customer your contact may get passed around within their company and you run the risk of being overwhelmed or having to start directly turning down requests for help. You really don't want to be in that situation.