1. Support scope and routing
RestoreCheck IQ provides a separate support workspace for platform, usage, account, integration, billing, privacy, and security issues. Cases may be automatically classified and routed using the subject and description, but support staff can correct the classification.
Support performance may be measured using privacy-minimized case metadata. Customer project and document content is excluded from routine support dashboards.
2. Safe diagnostic access
- Support personnel receive separate platform roles and only the diagnostic categories needed for assigned work.
- Access requires a case, purpose, and auditable record; private notes and customer project content are not routine support data.
- Exceptional access to customer content requires explicit authorization, minimum scope, time limit, and oversight.
- Support personnel cannot grant themselves platform-owner authority, access investor exports, change customer ownership policy, or bypass tenant scope.
- Never send a password, authenticator seed, recovery code, full API key, or unnecessary evidence through a support description.
3. Priority and communications
Security threats, widespread unavailability, and data-integrity risk receive priority over general questions and feature requests. Response and resolution targets shown in the platform are operational objectives unless a signed service-level agreement makes them binding.
Request support in the application or at support@restorecheckiq.ca. Report active security incidents to security@restorecheckiq.ca.