Support

Here’s a straightforward look at how we deliver support—with a focus on efficiency and clarity.

Email Isn’t Working Well Anymore

Email has become an unexpected bottleneck in client success.

Nobody can miss how challenging email management has become. We feel it too—which is why we’re building a new command-line tool called Flow Protect to help ourselves manage email overload. If it works well for us, we’re excited to share it with all our clients.

Let’s be honest—email can be overwhelming. The flood of unsolicited and irrelevant messages makes it hard to focus on what actually matters.

We’ve found that many clients historically preferred sending emails to generic addresses, rather than fostering direct, human conversations. It’s time for an upgrade—clear, respectful, direct communication helps everyone.

When Your Organization Still Insists on Email

We get it. Change can be challenging. Throughout history, people have been wary of new technology. Just think back to when Alexander Graham Bell brought in this wild idea called the telephone. People were skeptical then, too:

"There is absolutely no way we're going to use this new-fangled 'telephone' technology. We don't trust it. It's not professional! We'll continue communicating the way we've always done it—using tried-and-true, proven methods like carrier pigeons and smoke signals. We understand those technologies." — Undisclosed VP of Operations, circa 1890

So, while we realize there may be a little inertia, we encourage you to embrace these now well-established and accessible technologies—available right from your smartphone or computer (even if it’s not your “official” work device).

Our Support Philosophy

Please review our website first, then reach out to Eliot or Julian through WhatsApp or iMessage.
We value kind, respectful communication—mutual respect helps us help you quickly and effectively.

If our direct style isn't for you, there’s always the option to work with one of our excellent Iguana consultants. That said, Iguana is robust and reliable; unless you’re using the ‘high availability’ version (see below), it takes care of business like a tank.

Our goal: maximize everyone’s time. Focused, thoughtful communication lets us solve real problems while minimizing unnecessary back-and-forth.

We’re always happy to hop onto a Zoom call for an open conversation. Expect down-to-earth, practical advice (for example: “Try it on a test system before working with your production setup”). It’s even easier now that you can quickly get license codes for testing — no more begging for trial licenses.

Read the Documentation First

Before reaching out, please take a moment to search our website. Many questions already have solutions in our documentation, FAQs, and technical articles. If your question is covered there, we trust you’ll find it.

Currently, we’ve intentionally skipped a website search function—Eliot wants to encourage curiosity and thoughtful exploration.

Consult AI First

Feel free to experiment with the many available AI models to describe your problem and consider potential solutions before contacting us. This saves time for everyone and often leads to quicker answers.

Write a Clear Message

When contacting us via WhatsApp or iMessage, help us help you by sharing:

Keep it concise—most technical issues can be explained in a few paragraphs.

Skip Attachments

Please don’t send files or attachments via WhatsApp or iMessage unless we ask for them. If you need to share code or configurations, use a version control system (like Git) and send us relevant links.

If a short video or audio recording is clearer for your situation, go for it—this is a great advantage of these messaging platforms.

Respect Everyone’s Time

Bad email habits have made things harder for everyone:

Our focus is on helping you solve the real issue—not wading through pages of extras (unless, of course, you want to discuss meaningful social topics—we’re always up for a good conversation!).

Use Clear, Simple Language

No need for fancy formatting or excessive images (except witty cat jokes—we approve). Simple, direct messages are faster, easier to process, and more efficient for everyone.

So far, iMessage and WhatsApp have mostly stayed free of these pitfalls—let’s keep it that way.

‘High Availability’ Configuration: Please Don’t Use It

Our "high availability" option was originally created under client pressure, but in reality, it uses some risky Lua scripts that can make Iguana less reliable, not more. We believe that, had this been clear up front, most clients would never have chosen it.

In fact, complications with this setup were a key factor in some team changes within our organization—and they were positive steps for both business and technical reasons.

The takeaway: meaningful work adds value; busywork subtracts it.

If you’re impacted by this, we apologize—and are committed to helping you move forward.

Thank you for supporting our transition to more effective and human communication tools.
Please reach out via WhatsApp or iMessage for all support requests until even better options arrive.