How support works — The Walled Garden

How you reach us

Every member family gets a direct email address and a phone number for the person who set up their box. Not a ticket portal, not a chatbot maze. First-batch families will have set their box up with us on the phone already, so when you call, we know your house.

Asking for help is part of what the membership pays for. There is no meter running and no "premium tier" where the real answers live.

What we fix

The garden itself: A site that stopped loading, an approval that did not take, a pack that broke when a website changed underneath it. This is the everyday work and most of it is fixed the same day.
The box and its little access point: If first-batch hardware fails in the first year through no fault of the household, we repair or replace it. Your files are in the nightly backup, so a dead box is an inconvenience, not a loss.
The fit: A new school year, a new curriculum, a child old enough for more. Tell us how the family changed and we reshape the garden with you.

The promise underneath

If we ever disappeared, the box keeps working. Your files, your documents, your reference shelf, and the wall itself live in your house and answer to you. No remote kill switch, no license check, no garden that dies with the gardener.

What would stop is the living part: maintained lists, ask-and-approve service, the off-site backup, and a person who answers. We think saying this out loud is the beginning of being worth trusting.

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