---
id: "12.3"
title: "Support process"
dept: customer-success-and-support
status: needs-you
owner: Param
branded: false
last_verified: "2026-10-26"
sources:
  - "brew/public/live.js:335-351"
  - "brew/legal-pages.js:5, 40, 47-48"
  - "brew/jam-mail.js:104, 117"
  - "brew/alerts.js:1-12, 71"
  - "brew/docs/production.md:114-115"
  - "brew/auth.js:174-177"
  - "memory brew-live-stores, brew-prod-backend, brew-access-rules"
  - "brand-directions/book/content/g.js g-3 people, used as proposals only"
---

# Support process

## 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 | [src: brew/public/live.js:335-339] |
| Delete my data | A sheet that drafts a deletion email to the same inbox | [src: 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. | [src: 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 | [src: 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 | [src: brew/alerts.js:1-12, 71] |
| Platform monitoring | Cloud Monitoring emails param@ and hello@ on uptime and alert policies | [src: brew/docs/production.md:114-115] |
| Emails to partners | Sent through Resend from hello@send.joinsquareup.com | [src: 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.

1. Each morning the reader of the day opens hello@joinsquareup.com and labels every new thread: support, brief, data request, alert.
2. Alerts go to the engineer of the day. Data requests follow the data requests document. Briefs follow the briefs document.
3. 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.
4. In each reply say what happened, what we did and what the partner can do now. Never promise a date for a later version.
5. If it is a bug, write it into Next with the brand, the screen and a screenshot, and fix it for every brand.
6. 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

1. 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.
2. 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.
3. Do partners get a WhatsApp line? Proposal: not in v1; offer it in v2 once the inbox times hold for four weeks.
4. Do we need a ticket tool? Proposal: no; inbox labels plus Next are enough for five partners.
5. Who answers alerts at night? Proposal: nobody at night during the preview; the reader of the day checks alerts first thing.