Product and version
Which High Caliber app was used, which version, and whether it was a release build or local preview.
Customer support
Support should be helpful, calm, and privacy-first.
Recovery customers often arrive with urgent, personal, or business-sensitive files. High Caliber support should make the next step clear without asking for private source data by default. The support route should start with product details, safe diagnostics, clear issue categories, and realistic expectations.
Static support information. No live ticket form, email automation, phone number, AI voice agent, CRM, recording, analytics, or customer data collection is connected. Public static page is live; interactive systems remain approval-gated.
First support intake
Start with facts that do not expose the customer's private file.
Operating system
macOS, Windows, or Linux details, device type, and whether the customer used a supported path.
Issue category
Install, opening a file, scan, export, report generation, re-download, licence, or refund/delivery question.
Safe evidence
Exact error text, screenshots with private content hidden, and non-sensitive generated reports where the app provides them.
Support boundaries
Good support does not overpromise.
High Caliber can help customers understand product fit, safe setup, export options, and known limitations. It should not promise complete recovery, password/access bypass, official-platform affiliation, professional advice, professional advice, or forensic certainty.
Private source files should not be requested by default. If a real file is ever needed for diagnosis, the process must be opt-in, minimal, reviewed, and covered by approved privacy wording first.
Delivery and refund questions should route to the delivery draft and refund draft once those are final.
Future phone route
A dedicated business support number is planned, not improvised.
High Caliber should use a dedicated business support number rather than a personal mobile. The intended first step is a UK business VoIP support line with voicemail and opening-hours routing. AI/Hermes call handling, recording, transcription, helpdesk integration, and customer-record lookup stay off until separately approved, tested, and covered by privacy wording.