Support Policy

1. Our Commitment to Support

At Ottopen, we are committed to providing excellent support to our community of writers, authors, and literary enthusiasts. This Support Policy outlines our approach to customer service, response times, and the types of assistance we provide.

We believe that responsive, helpful support is essential to maintaining a thriving literary community where creators can focus on their craft.

2. Support Channels

We offer multiple ways to get help when you need it:

3. Response Times

We strive to respond to all support requests as quickly as possible. Our target response times are:

4. Types of Support We Provide

Technical Support

• Account setup and configuration assistance
• Platform feature guidance and tutorials
• Troubleshooting technical issues
• Browser compatibility and mobile app support
• File upload and formatting assistance

Account Support

• Password reset and account recovery
• Profile setup and customization help
• Privacy settings configuration
• Account deactivation or deletion requests
• Data export and portability assistance

Content Support

• Content policy clarification
• Copyright and intellectual property guidance
• Content moderation appeals
• Publishing and sharing best practices
• Community guidelines interpretation

Community Support

• Reporting inappropriate behavior or content
• Resolving conflicts between users
• Feature requests and feedback collection
• Community event support
• Mentorship program assistance

5. What We Don't Support

While we strive to be helpful, there are some limitations to our support:

• Writing critique or editorial services
• Legal advice regarding publishing or contracts
• Personal writing coaching or mentoring
• Third-party service integrations not officially supported
• Custom feature development for individual users
• Recovery of content deleted more than 30 days ago

6. Getting Better Support

To help us assist you more effectively, please:

• Provide a clear description of the issue or question
• Include relevant account information (username, email)
• Describe the steps you've already tried
• Include screenshots or error messages when applicable
• Specify your device, browser, and operating system
• Be patient and respectful in all communications

7. Escalation Process

If you're not satisfied with the initial support response:

1. Reply to the support ticket with additional details
2. Request escalation to a senior support specialist
3. For urgent matters, contact our escalation email: hello@ottopen.app
4. As a last resort, contact our support management team

8. Support for Premium Users

Premium subscribers receive enhanced support benefits:

• Priority response times (50% faster)
• Direct access to senior support specialists
• Phone support for critical issues
• Account management assistance
• Beta feature support and early access

9. Feedback and Improvement

We continuously work to improve our support services. After each interaction, you'll have the opportunity to:

• Rate your support experience
• Provide feedback on our response quality
• Suggest improvements to our help resources
• Report any issues with support team members