Customer guarantees
What every Customer of every Startup is owed by construction, from an honest agent and a reachable person to online cancellation and a log of every access.
Every Customer of every Startup gets the same guarantees, whatever the Startup sells and however few people run it. The platform enforces each one, and no Startup can switch one off.
The guarantees
| Guarantee | How it holds |
|---|---|
| You know when an agent acts | Every agent Message names an agent sender, and every Action records whom it was by and for |
| You can reach a person | Asking for a person opens a Task for a Human, answered within the time the terms state |
| Cancelling takes no more than buying | A Subscription bought online cancels online, in no more steps than it took to buy |
| Your terms stay fixed | Every Version of the terms you accepted stays served at its own address, and a material change reaches you before it applies |
| Your data leaves with you | You export everything in your Tenant at any time, in open formats |
| Erasure is final | A request to erase stops every read of the record and every message to you |
| Your data stays where promised | The residency a Startup declares applies to every copy and backup |
| You see every access | Your Tenant's activity log lists every read and write, by whom and for what reason |
| One opt-out reaches every sibling | Unsubscribing from one Startup stops promotion from all its siblings within the hour |
| Your money moves on a licensed rail | Payments run only through Stripe, and refunds follow the terms you accepted |
Knowing when an agent acts
An agent never poses as a person. When an agent writes to you as itself, the sender says so. When it writes for a person who granted it a Mandate, that person is the author of record and answers for what it sends.
Every Action carries both names, so the record always shows who acted and on whose behalf.
Reaching a person
A Startup with no staff still has a person behind it. A request for a human reaches the Startup's own Human when it has one, and otherwise the person who answers for the Startup's Company.
The reply time is part of the terms, and the first answer states when the person replies. A Task past due escalates, and the overdue Task records the miss. The response clocks hold every number.
The activity log
Your Tenant's log lists every read and write: the Worker, the Action, and the Purpose it served. When a support agent views your Tenant as you see it to fix a problem, the log records the view, its reason and its length.
A freelance translator asks her invoicing agent about a billing error. The next morning, her log shows one support read of her last three invoices, and why.
Next
- Your data: ownership, export and erasure in full.
- Customer paper: the terms these guarantees live in.