Our support values
These are the principles our team follows when helping you. They explain how we approach support, how we communicate, and what you can expect from us whenever you get in touch.
Customer focused
We support customers in the way they prefer, whether live chat, email, or (in future) phone. Communication is clear, concise, and easy to understand. Customer convenience comes first, and every interaction ends with the customer knowing what happens next.
Empathy and positive impact
Customers may be mistaken or frustrated, but they are always treated with respect and patience. We assume positive intent, avoid defensive language, and take small extra steps that make the experience feel thoughtful and human.
Ownership and consistent outcomes
Support means solving problems rather than passing messages. We use our knowledge and judgment to investigate, ask questions, or escalate in ways that minimize delay. Every customer should receive a consistent, reliable standard of support.
Proactive support
We anticipate needs instead of reacting only to what is asked. If we see likely follow-up issues, configuration gaps, or better ways to achieve the customer’s goal, we share them to reduce repeat contact and help the customer succeed more easily.
Transparency in how we measure success
Metrics exist to support these core values. If a metric discourages the right behavior or creates a conflict (for example speed vs quality), we must fix the metric rather than lowering the standard.