Signals · material proof
Support channel & ticketing — user levels
The support channel is running — one place for both applications, iOS and macOS. This is the queue on our side: support threads from every organization, answered by ticket number.
Support runs until the customer is independent. Guiding users from beginner to power user is in our interest, and it is what the levels below are for.
Three levels of user
Not a ranking. The levels exist so you can identify your own needs and ask for the right kind of help.
| Level | Profile | How they get unstuck |
|---|---|---|
| 1 Beginner |
Conservative in approaching the app. No working model of client–server architecture — as if the whole internet ran on their device. | Mentoring — guided step by step until they can move on their own. |
| 2 Explorer |
Intermediate. Can build loops, but is unclear on the time trade-offs of each technology and imprecise in prompting, so outcomes vary. | Opens tickets in the support channel, plus YouTube and outside sources to cover the range of what is possible. |
| 3 Power user |
Advanced. Calm and ready, fully autonomous, comprehensive in their use of the tool. Aware that resources are finite and maximises them. Gives constructive feedback, knows several domains, and does not only use our lab. | Shares knowledge with the other levels — teaching shows them what they are missing. |
All levels are encouraged to write, and there are no dumb questions. The target is zero: solve each scenario once, and remove the friction that produced the ticket.