Support

This outlines our no-nonsense approach to support.

Email is not really Working

Email, in today's world, has become a huge bottleneck to client success.

You’d have to be living under a rock not to notice how big this problem has become.

Honestly, it’s so frustrating for us that we plan to use Flow to build a command line tool to clean up our own barrage of email traffic. If it works for us, we’ll be happy to share the same solution with all our clients.

Let’s face it—email is an absolute chore. There’s so much unsolicited, fake communication that it makes it hard to see what actually matters.

Many customers have historically preferred to email anonymous addresses rather than have clear, human communication. This is no longer accepted.

But our Organization Insists on Email

Yes yes yes. We hear that and point out that it's back in the day a lot of folks were resistent to using newer and more modern forms of communication. That chap Alexander Bell invented that new fangled Telephone thing and a lot of respectable business leaders of the time purportedly said:

"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

We understand there might be a little organizational inertia but we encourage you to embrace these technologies which have been around close to 20 years now and are easily available for free on the smart phones you all have no choice but to own.

You even run Whatsapp on your computer but admittedly not likely the one your boss gives you.

Our Support Philosophy

Please carefully review the information on our website, then use WhatsApp or iMessage to contact Eliot or Julian. Communicate kindly and respectfully—respect gets respect, and you will be helped.
If you really can’t stand our matter-of-fact, down-to-earth communication style, you can always hire an affiliated Iguana consultant. But, honestly, Iguana is so stable that unless you’re doing something questionable, like running the ‘high availability’ version of Iguana (it’s unreliable—read below), Iguana is a tank that just keeps going.

Our support process is designed to maximize everyone’s time. Efficient, thoughtful communication allows us to focus on solving technical problems, not managing unnecessary correspondence.

We’re happy to jump on a ZOOM call and have a frank, open talk. We’ll often make very pragmatic suggestions, like, “Try it on a test system before you mess with your production setup.” It’s easy to do now that you don’t have to beg for a test license, because we made it easy to get license codes. We’re all about making things easy—for real—not through silly slogans that make you want to scratch your eyes out.

Read the Documentation First

Before contacting support, please spend a few minutes searching our website. Many questions are already answered in our documentation, FAQs, and technical articles. If your question is addressed in these resources, we expect you to find the answer there.

At the moment, we deliberately avoid having a search function on the website. This is because Eliot wants you to be curious and thoughtful.

Ask AI First

You are encouraged to use any of the many available AI models to clearly describe your problem and consider possible solutions before reaching out. This helps conserve everyone’s time for more meaningful issues.

Craft a Clear Message

When you reach out via WhatsApp or iMessage, describe your problem in plain language:

• What is the problem?
• What are you trying to achieve?
• What have you already tried?
• What do you need from us?

Be concise—most technical issues can be explained in a few short paragraphs.

No Attachments

Do not send files or attachments via WhatsApp or iMessage unless specifically requested. If you need to share code or configuration files, use a version control system (like Git) and share the relevant links.

If you can express yourself more clearly with video or audio segments, that's acceptable—this is one advantage of using these platforms for communication.

Respect Everyone’s Time

Unfortunately, email became polluted due to these bad habits:

• Promotional signatures or banners
• Unrelated boilerplate or legal disclaimers
• Large images or lengthy messages unrelated to your technical question

We’re interested in helping you solve your actual problem—not parsing through pages of non-essential information, unless it’s a thoughtful reflection on deeper social issues that we genuinely ought to discuss.

Use Plain, Simple Language

Rich formatting and unnecessary images (unless they’re witty jokes about cats), or lengthy legal text, are unnecessary. Simple, clear messages are faster to read, easier to archive, and easier for everyone to process.

Thankfully, this isn’t the norm on iMessage and WhatsApp—at least not yet, until these platforms also become overwhelmed by unsolicited communications.

Do Not Run the ‘High Availability’ Configuration of Iguana

This was a set of really shaky Lua scripts put together because “clients demanded a high availability solution.” We’re sure that, had it been clearly explained that it would actually make Iguana less reliable (rather than more), clients would have preferred to avoid this solution.

When Eliot’s (now former) Canadian staff tried to replicate this 'hit architecture,' it was one of the major factors leading to the decision to remove all Canadian staff from the iNTERFACEWARE organization. That turned out to be an excellent decision from both a business and technical standpoint.

The problem is, if you have no real work for people to do, they will often subtract value rather than create it within an organization.

If you’re among the clients misled by this solution, we apologize and hope our messaging is now clear.

(Communication was a real issue with the large Canadian team—they simply didn’t understand the complex integration and technology challenges, and, honestly, weren’t interested in the topic. Fair enough—it is kind of dull.)

Thank you for your understanding as we transition to more efficient, human forms of communication.
Please use WhatsApp or iMessage for all support requests going forward, until better technology becomes available.