Support Policy

When you reach out, we want to resolve your issue as quickly as possible. Every message is read by a real person. We sort each request into the right category so the right team can help you without unnecessary back-and-forth.

How we classify requests

To make sure the right person helps you, we sort every incoming message into one of six categories:

Product support

Questions about how Conductor Deck works, troubleshooting steps, or guidance on features.

Spam & sales

Unsolicited pitches, promotional content, or partnership offers. These are filtered automatically so our team can focus on real support.

Legal & privacy

Requests related to privacy rights, data deletion, or legal matters. Escalated immediately to our compliance team.

Billing dispute

Questions about charges, refunds, or subscription changes. Routed to our billing specialists with priority.

Account identity

Cases where we cannot verify who owns an account. We may request extra verification to protect your data.

Ambiguous

Messages that don't fit a clear category. We'll ask a follow-up question rather than guess.

When we escalate

Some situations need extra care or a different team. We escalate when any of the following apply:

• The request involves legal rights or data privacy.
• There is a disagreement about a charge or refund.
• We need to confirm your identity before discussing account details.
• The message looks like spam or an unsolicited sales pitch (we'll route it away from the support queue).
• The sender asks to speak directly with a human.
• The issue is complex and needs a senior team member.
• We cannot clearly understand the issue and need more information.
• The request includes private customer data (handled with extra care).

We aim to respond to every support request within one business day. Complex issues may take longer to fully resolve, but you will always hear back from us within 24 hours on business days.