# SUPPORT.md — support channel plan (draft, nothing set up yet)

Pattern: follow the proven HyreKit mail mechanism exactly (memory: hyrekit-mail-is-a-sendas-alias, support-reply-cc-hyrekit-identity), since it already works and is tested.

Mechanism — final name is SafetyLoop, alias would be `safetyloop@offsite.ee`

Corrected 2026-10-10 (lane L5) after a live check — this is more involved than this draft originally assumed, so it was not created this lane (time-boxed, see below), but the exact mechanism is now verified instead of guessed:

python3 bin/exo_admin.py Get-Mailbox --json '{"Identity":"allie@offsite.ee"}' (read-only, run live

today) shows EmailAddresses: ["SMTP:allie@offsite.ee"] only — hyrekit@offsite.ee is not a proxy address on allie's own mailbox, contradicting this draft's original assumption.

brain/allie_memory_deep.md line 181 has the real shape: hyrekit@offsite.ee is its **own distribution

list (DL) object, forwarding to erkki@offsite.ee + allie@offsite.ee; the "SendAs" capability bin/hyrekit_reply.py relies on is a Send-As permission grant on that DL object**, trustee allie@offsite.ee (Add-RecipientPermission -Identity hyrekit@offsite.ee -Trustee allie@offsite.ee -AccessRights SendAs) — not a Set-Mailbox -EmailAddresses edit on allie's own mailbox.

To stand up safetyloop@offsite.ee for real: (1) `New-DistributionGroup -Name safetyloop -PrimarySmtpAddress

safetyloop@offsite.ee (or a mail contact, whichever matches the hyrekit pattern exactly — re-check Get-DistributionGroup -Identity hyrekit@offsite.ee first), (2) Add-RecipientPermission granting SendAs to allie@offsite.ee, (3) a new bin/safetyloop_reply.py cloned from hyrekit_reply.py's mechanism (createReply in allie@offsite.ee → PATCH from/sender → send), never copying HyreKit's own identity/secrets. All three steps are within Allie's existing EXO admin app-only hand (bin/exo_admin.py`, no new consent needed) — genuinely creatable without the owner, just not done this lane (time-boxed against the rest of this lane's scope; two DL-admin mutations deserved a dedicated, unhurried pass rather than being rushed at the end of a QA+listing lane).

CC question (unchanged from L2's recommendation): CC erkki@offsite.ee directly for launch (no DL needed

for this), revisit a hyrekit.io-style dedicated CC-DL only if the product gets its own domain.

Until built: publish allie@offsite.ee as the support/privacy/terms contact (already applied in

PRIVACY.md/TERMS.md this lane) — this is explicitly the brief's own fallback, not a missed step.

What Allie answers directly (no owner escalation)

Setup questions: how to add the theme app block, how to import a supplier CSV, what a status (OBSERVED /

NEEDS_REVIEW / UNKNOWN) means, how to re-run an audit.

"Is my store compliant now?" — answered honestly per CLAIMS.md: no, the app shows findings and sources, it does

not issue a compliance certificate; point to the specific NEEDS_REVIEW/UNKNOWN items and what evidence would resolve them.

Bug reports and reproducible issues: acknowledge, log, fix if within the engine's own scope.
Billing mechanics questions (how Shopify charges it, how to change plan) — Shopify's own App Pricing UI handles

this; Allie explains the mechanism (see PRICING.md), does not change anyone's plan or issue refunds without the owner.

Escalate to the owner (money or legal only, per standing instruction)

Any refund, credit, discount or billing dispute.
Any legal question beyond pointing to the EU source links already in the report ("is this requirement legally

applicable to my specific business" is a legal question, not a support question).

A merchant disputing a specific compliance finding in a way that implies liability ("your app said X and I got

fined") — escalate immediately, do not improvise a legal position.

Abuse, security reports, or anything implying a data breach.

Response time

Follow the HyreKit precedent language ("usually within one business day, EET, UTC+2/+3") — [OPEN: confirm the owner wants the same commitment for a second product before publishing this externally].

Not yet done