VOX ORDO · SUPPORT — ARIA FIRST, HUMANS FAST, NO TICKET PURGATORY
Support & help center
Your own Aria is the first responder — it has your logs, your config, your history. When it can't fix the issue, a human gets a review-first diagnostic bundle and answers with a lumen video, not a macro.
01 / ASK ARIA — SUPPORT THAT ALREADY KNOWS YOUR SETUP
dictation stopped pasting into Slack
Slack updated at 14:02 and macOS revoked the accessibility grant — the classic. Open Settings → re-tick voxordo? I can deep-link you there.
OPEN SETTINGS →
STILL BROKEN — GET A HUMAN
it reads YOUR logs locally — the answer names the actual cause and time
"get a human" is always one tap away, never buried behind loops
every resolved issue becomes a memory: it won't ask twice
02 / ESCALATION — THE BUNDLE YOU REVIEWED, THE QUEUE YOU CAN SEE
SUP-4412 · WITH A HUMAN
✓ your diagnostic bundle attached — you reviewed it first
✓ queue position: 3 · median answer today: 41 min
— transcripts and audio were never included
the queue number is real and live · the median is today's, not a marketing SLA
the diagnostics review-first rule carries straight into support
honest queue math replaces "we'll get back to you shortly"
one thread per issue; it closes when YOU say fixed
03 / VIDEO ANSWERS — SUPPORT REPLIES WITH LUMEN
▶
"Here's your exact fix" · 01:12
recorded against a sandbox with your config shape · passphrase-locked to you
good answers get promoted (anonymized) into the public help library — support tickets become the docs
we use our own product to answer — the fix is shown, not described
personal replies are passphrase-locked; promoted ones are scrubbed
the help library grows from real tickets, never speculative FAQs
04 / HELP LIBRARY — SEARCH WHAT BROKE FOR OTHERS
slack paste
FIXED 412×Slack update revokes accessibility — the re-tick01:12 ▶
FIXED 96×Paste lands in the wrong window after a Space switch00:48 ▶
"FIXED n×" is the ranking — how many people this exact answer actually fixed, counted from closed threads
RANKED BY FIXES, NOT VIEWS · EVERY ENTRY IS A PROMOTED REAL ANSWER WITH ITS VIDEO
05 / REFUSALS — SUPPORT THEATER WE WON'T DO
✗ no chatbot loops guarding the humans — one tap escalates
✗ no "have you tried restarting" — aria already checked
✗ no CSAT nag after every breath — one question, at close, optional
✗ no remote access to your machine — we send video, you drive
SAME CONTRACT AS EVERY REFUSALS CARD: REMOVING ONE REQUIRES A CHANGELOG ENTRY EXPLAINING WHY
06 / SEVERITY — THE RISK GRAMMAR, POINTED AT TICKETS
red · data at riska human within the hour, any hour — the only queue-jump that exists
amber · blockedcan't work · today's median answer shown, honestly
green · annoyedrough edges · answered in order, no promises inflated
you pick the severity yourself and nobody argues — miscalling red twice gets a gentle note, never a lockout
07 / THE EMERGENCY — DATA-AT-RISK, HANDLED LIKE A GATE
SEV-RED · SUP-4501 · HUMAN IN 22 MIN
"ledger verification failing after power loss" — first response is a lumen screen-share request, not a form. You drive; we watch and talk.
the no-remote-access refusal holds even in emergencies — we never take the wheel, we navigate
the emergency flow is voice + your screen, your hands — sovereignty under stress
every sev-red gets a mini-postmortem whether or not it was our fault
the 22-minute number is live, not an SLA poster
08 / ACCESS CHANNEL — SUPPORT IN YOUR MODALITY
voice tickets: speak the problem, aria writes it up, you approve the text
video answers always carry transcripts — deaf members lose nothing
AT-user tickets can request a screen-reader-fluent human, and get one
the support channel honors the same modality promises as the product
"screen-reader-fluent human" is a staffed commitment, credited on the a11y page
tickets never require typing for members who can't
09 / THE SUPPORT LEDGER — OUR NUMBERS, PUBLISHED MONTHLY
41 min
MEDIAN ANSWER · JUNE
3
SEV-REDS · ALL POSTMORTEM'D
the worst month stays in the table like the status page — support quality is a published number, not a testimonial
support metrics join the open books — medians, not cherry-picked praise
"88% fixed by aria alone" is also the honest deflection number, named as such
sev-red count with postmortem links closes the loop with security's incident log
SUPPORT RULES: ARIA FIRST · HUMANS GET REVIEWED BUNDLES · ANSWERS ARE VIDEOS · THE LIBRARY IS RANKED BY REAL FIXES · YOU PICK SEVERITY · WE NEVER TAKE THE WHEEL — 9 SURFACES