Support and privacy configuration

Your customers signed up with you, so support has to reach you. If these settings are wrong or empty, customers end up at SpaceMedia, which cannot see their records and will route them back.

Support Settings

Set the support email, phone, contact form, and help center your customers see in the platform.

Every route you publish must be one your team actually monitors. An unmonitored address is worse than none: it looks like support exists and silently swallows requests.

Test each route by sending yourself a request through it before launch.

Privacy Policy

Must describe your business and your data handling, because your customers' relationship is with you. A placeholder or a copy of someone else's policy is a real liability, not a formality.

Terms of Services

Same principle. Your terms, covering what you offer, what you charge, and what happens if either side ends the relationship.

Both are required before opening registration, and both are locked until the trial starts. See Brand Settings sections.

The support boundary

• Your customers contact you. Always.
• You contact SpaceMedia through authenticated Enterprise tickets when something is genuinely platform-side.
• SpaceMedia does not support your customers directly, and cannot see their records.

See White-label operation for the full split.

Protecting customer data in tickets

When escalating, send the minimum that identifies the record: public references rather than exports, one affected example rather than a customer list. See Privacy and safe support information.