Support Model

How Support Works

Support is provided through the contact form at /contact. Every message is read and responded to personally. There is no automated ticketing system, no support queue, and no phone support line.

For procurement-specific inquiries — vendor assessments, privacy documentation, security questionnaire responses — use the Procurement Contact page.

Self-Service Documentation

The platform provides extensive self-service documentation designed to answer most questions without requiring direct contact:

Administrative Tooling

The platform includes a built-in administrative platform accessible to authorized administrators. The admin platform provides:

• Operations dashboard — application health status, active room counts, recent audit events
• Room management — search, view, close, and terminate workshop rooms
• Content health — visibility into content pack status
• Audit log viewer — paginated, filterable log of all administrative actions
• Administrator management — create, modify, and suspend administrator accounts (super admin only)

The admin platform is accessible to accounts with admin or super admin roles. Facilitator accounts do not have access to the admin platform.

Platform Maintenance

The platform is maintained through a continuous delivery pipeline. Updates are deployed automatically using GitHub Actions. Every deployment passes through:

• An active sessions gate — deployments are blocked if a live workshop is in progress
• A post-deployment health check — the deployment is automatically rolled back if the application does not pass health validation

Customers receive updates without any action required. There is no scheduled maintenance window — deployments are designed to be non-disruptive to active sessions.

Password Recovery

Facilitators can request a password reset through the login page. A single-use reset token is generated and expires after one hour.

Important limitation: Email delivery for password reset tokens is not yet implemented. This is a known limitation currently in the development roadmap. In the interim, if a facilitator cannot complete a password reset, they can contact us through the contact form and we will assist with account recovery.

Issue Reporting

To report a platform issue, use the contact form. Include:

• A description of the issue
• The steps to reproduce it (if applicable)
• The room code or account email (if relevant)
• The approximate time the issue occurred

We respond to every message personally. There is no guaranteed response time, but we treat platform issues as a priority.

Security Disclosure

To report a security concern or vulnerability, use the contact form. Please describe the concern clearly. We take security reports seriously and will respond promptly.

We ask that you give us reasonable time to investigate and address a reported issue before disclosing it publicly.

Operational Transparency

The platform provides a public health endpoint that reports application status, database connectivity, migration status, and active room count. This endpoint is used by the deployment pipeline and is available for external monitoring.

There is no public status page. If you need to verify platform availability, the health endpoint provides real-time status.

What This Support Model Means for Your Organization

Safe For The Office™ is well-suited for organizations that:

• Can rely on self-service documentation for most questions
• Do not require guaranteed response times or enterprise SLAs
• Are comfortable with a direct, personal support relationship
• Value transparency about platform capabilities and limitations

If your organization requires formal SLAs, dedicated support contacts, or enterprise support tiers, contact us to discuss your specific requirements.

Last reviewed: October 2026