Customer support
Privacy-first support for High Caliber customers.
Support should be useful without being invasive: product and version first, clear error text, safe generated reports where available, and no private source files by default. No live ticket system, form, email route, phone number, AI voice agent, analytics, or customer database is connected.
Local draft
Support intake should start safely
- Product name and version.
- Operating system and device type.
- Issue category and exact error text.
- Whether the customer used synthetic/demo data or their own file.
- A non-sensitive generated report where the app provides one.
Phone route goal
Professional customer telephone support is now tracked
High Caliber should use a dedicated business support number, not a personal mobile number. The recommended starting point is a UK 0330 business VoIP support line with voicemail and opening-hours routing first. AI/Hermes call handling, recording, transcription, helpdesk integration, and customer-record lookup stay off until separately approved. No public number is live yet.
Local draft
Private files are not the first request
Support should not ask customers to send private source files by default. If a real file is ever needed for diagnosis, the process must be opt-in, minimal, reviewed, and covered by privacy wording first.
Local draft
Support boundaries
- No guaranteed recovery claims.
- No password/access bypass promises.
- No official affiliation claims unless legally approved.
- Refund and delivery questions route to the refund draft and delivery draft once final.