How support works, and what it can never see.

Route

[email protected], answered by Lewis Parrish. No ticket queue.

Never

Do not send lead lists or passwords by email. Support will not open an attached list.

Assisted export help

Source type, row count and column headings only. Assisted help

Workspace access

Support does not browse your workspace. The operator-access rule is written down and enforced in code: the operator role plus a password no older than ten minutes, aggregates rather than contacts, and every look recorded. Read it

Response time

None is promised. See below for why.

Support is one person’s inbox. There is no rota, no cover and no out-of-hours desk, and there is no ticket system measuring how long a reply takes — so a number here would be a promise nobody could check and nobody could be held to. Choosing not to make one is the decision, not an omission.

What is true instead: every email is read and answered by a person, in the order it arrives, and you will not be asked to repeat yourself to a queue. If that changes — more people answering, or something that actually measures it — a real number will appear here, and it will be one that has been met before it is printed.

Each line below is a rule this page depends on, with where it is enforced. The status is read from the code and its tests, not from intent.

• In placeOne published support address, stated on every page.
• In placeNo-list-by-email rule stated beside every contact route.
• In placeAssisted-help request route settled without a new provider. It runs on the Desk itself: hosted by Fly.io, which is already listed; stored in the customer’s own workspace; deleted with their account; written to the existing audit log; covered by the existing incident runbook. It refuses anything shaped like a row rather than storing it. Proven by test/assisted-help-request.
• In placeOperator-access procedure with re-authentication and minimised visibility written and tested. The rule is on data handling; test/operator-access-reauth proves the password requirement, the aggregate-only response and the log entry.
• In placeResponse-time statement decided: deliberately not made, and the page says why. A number would be unmeasurable with one person and no ticket system, and unearned with no customers yet. Rights requests keep their statutory deadline, which is not ours to set.