Answer
How a partner reaches us, who answers and how fast; the code gives us one inbox and no rules, so this document holds the proposals Param needs to accept.
Today
| What exists | Detail | Source |
|---|---|---|
| Help in the account menu | A Help row that opens an email to hello@joinsquareup.com with the brand in the subject | brew/public/live.js:335-339 |
| Delete my data | A sheet that drafts a deletion email to the same inbox | brew/public/live.js:344-351 |
| Privacy and Terms | Both name hello@joinsquareup.com as the contact. Terms say things may break and to tell us when they do. | brew/legal-pages.js:5, 40, 47-48 |
| Briefs sent to our team | Go to the inbox in SHOPOS_EMAIL, hello@joinsquareup.com by default |
brew/jam-mail.js:104, 117 |
| Product alerts | Billing, quota, AI pause, treg balance, server errors, Sloosh, worker and queue alerts email hello@joinsquareup.com, once a day per issue | brew/alerts.js:1-12, 71 |
| Platform monitoring | Cloud Monitoring emails param@ and hello@ on uptime and alert policies | brew/docs/production.md:114-115 |
| Emails to partners | Sent through Resend from hello@send.joinsquareup.com | brew/auth.js:174-177 |
No source says who reads hello@joinsquareup.com or when, gives any response time, rota or ticket tool, offers a chat or WhatsApp channel in the product, or defines what is urgent for a partner. Those are the questions in Open.
Tomorrow
| Version | Tag | Item |
|---|---|---|
| v1 | New | One support inbox, hello@joinsquareup.com, with a named first reader each day. |
| v1 | New | Response times: a first human reply within one working day, the same day for anything that blocks a partner or is our mistake. |
| v1 | New | Every reply is signed by a first name, says what happened, what we did and what to do next. The character never writes support. |
| v1 | New | Each support thread that names a bug becomes a fix in code, follows the feedback loop and is closed back to the partner. |
| v1 | Changes | The brief inbox and the support inbox are the same address today. Split them only if volume asks for it. |
| v2 | New | A WhatsApp line for design partners, answered by a person, one message and one question at a time. |
How we do it
These steps are proposals until Param accepts them.
- Each morning the reader of the day opens hello@joinsquareup.com and labels every new thread: support, brief, data request, alert.
- Alerts go to the engineer of the day. Data requests follow the data requests document. Briefs follow the briefs document.
- Reply to support within one working day. Reply the same day when a partner cannot open their feed, a read is stuck, a connection failed or a number was wrong.
- In each reply say what happened, what we did and what the partner can do now. Never promise a date for a later version.
- If it is a bug, write it into Next with the brand, the screen and a screenshot, and fix it for every brand.
- When the fix is live, write back to the partner in the same thread.
Numbers
| Metric | Definition | Where measured | State |
|---|---|---|---|
| First reply time | Working hours from a partner's email to our first human reply | hello@ inbox | Proposed |
| Same day share | Share of blocking issues answered the same working day | hello@ inbox, label blocking | Proposed |
| Threads per partner per week | New support threads by brand | hello@ inbox labels | Proposed |
| Closed back | Share of bug threads where the partner was told the fix is live | hello@ inbox against Next | Proposed |
Open
- Who reads hello@joinsquareup.com each day? Proposal: Param on weekdays until the five partners are onboarded, then a rota of Param, Sai and Arvind.
- What response times do we promise partners? Proposal: one working day for any question, same day for blockers and our mistakes, written into the partner welcome.
- Do partners get a WhatsApp line? Proposal: not in v1; offer it in v2 once the inbox times hold for four weeks.
- Do we need a ticket tool? Proposal: no; inbox labels plus Next are enough for five partners.
- Who answers alerts at night? Proposal: nobody at night during the preview; the reader of the day checks alerts first thing.