Care Support Hub, Onboarding Corner & Guardian

What changed

Support is no longer a form that disappears into email. The hub, the care corner, and Guardian work together so you can ask for help, finish setup, and get unstuck without guessing who to ping.

Support Hub

One place to file a request, see what is waiting on you, and keep a thread with your support lead — without leaving the product.

Care corner

Onboarding checklist first, then a dock for quick help. Ultra and Enterprise get a short graduation card when setup is done before the dock appears.

Guardian

When the same action fails repeatedly, you circle the same pages, setup sits unfinished, an audit date is close with gaps, or you reach a gated feature — a single card explains what it saw and offers a way out.

Honest plan gates

Not on your plan is said plainly, then the best option you already have, then upgrade — never a hard lock of the whole app.

Support Hub with composer, requests list, and care context — FIG. 1File a request, see status, and keep the thread in one place — including when it is your turn to reply.

Guardian card explaining a repeated failure and offering a way out — FIG. 2Guardian steps in on the page with a plain-language reason and actions — fix, talk to support, or dismiss.

Why it matters

Most compliance platforms treat support as a ticket queue and onboarding as a checklist you abandon. When something breaks mid- sync, you either spam chat or give up. Care is built so the person (or agent) who already knows your account can meet you in-product, and so the product itself can notice stuckness without reading your documents.

Onboarding order changed too: context, then policies, then assessment work that unlocks first value. “Later” items no longer block done. Ultra and Enterprise customers leave setup with a named lead in the corner — not a dead “all done” screen and silence.

Graduation card introducing your named support lead after setup — FIG. 3Ultra and Enterprise leave setup with a named lead in the corner — then the dock stays for quick help.

Availability

Shipping today on every platform tier. Support Hub and Guardian are on for all plans. Ultra and Enterprise also get a named support lead and a short graduation card when setup is done.

Pause Guardian anytime in Account settings (you or your org admin). Existing open support email threads are unchanged; new work should start from Support in the app.

Known limitations

Guardian watches behavior only (routes, error codes, coarse counts). It does not read form fields, policy text, or evidence files. Events are kept for 30 days.

Cards are rate-limited so Guardian does not nag. Dismissing snoozes that situation; you can pause Guardian for yourself or your organization in Account settings.

Ultra and Enterprise get a named support lead and a short graduation card after setup. Other plans get Support Hub, Guardian, and a simpler corner dock.