Customer operations
Last updated: 2026-06-21
This policy describes how production customers can request help, report issues, handle offboarding, and escalate business-impacting problems.
Production support should use the published support email, in-app support workflow, or owner-approved support channel for the customer account. Support requests should include the workspace name, affected route or workflow, time of issue, and business impact.
Security incidents, billing access problems, data access problems, and production outages are highest priority. General how-to questions, configuration changes, onboarding help, and feature requests are handled after urgent production-impacting issues.
Customers are responsible for keeping administrator access current, using supported browsers, reviewing AI drafts before action, backing up exported records when needed, and reporting suspected unauthorized access promptly.
Hosted billing, email, storage, and communication providers may have their own availability and support boundaries. The platform should expose sanitized provider status and audit evidence without showing raw credentials.
Export, deletion, cancellation, and company offboarding requests are reviewed before completion so billing, legal, tax, retention, backup, and security checks can be completed in the right order.