Command

PePersonal JEJust Electrolyte RTRelease Timer TtTacTile CSClearSource AtAthletic

TacTile›Launch TacTile›Business & documentation·27 in this wave

Approve: Business & documentationTo do · blocker Reconcile the business plan with what actually shipsTo do Update the investor plan to current stateTo do Build the competitive analysis setTo do Document pricing rationale and unit economicsTo do Write the customer-facing help documentationTo do Write the go-to-market planTo do Decide the in-app purchase strategyDone Reconcile gross margin figures (92.6% vs 86.1% vs 80.2%)To do Reconcile pre-seed raise tiers ($340/470/729K vs $539/691/993K)To do Confirm TAM framing: $45.8B (business plan) vs $137M (Investor Plan v2 wedge)To do Rewrite Section 12 competitor writeups to three-pillar NFC-native framingTo do Rewrite Section 2 (Problem/Market) for the thesis flip — untouched since pre-April-15To do DECIDE: AI Assistant/MCP "SHIPPED" claim in Investor Plan v2 vs realityTo do DECIDE: competitive matrix self-score (14/14) vs actual destination coverageTo do DECIDE: "Contact" listed as SHIPPED content type — no contacts feature existsTo do Reconcile the three conflicting gross margin figuresTo do Reconcile the two pre-seed ask tiersTo do Finish the NFC-native thesis flip across the remaining sectionsTo do Reconcile investor-deck claims against what actually shipsTo do Write onboarding and getting-started contentTo do Define the support processTo do Fix conflicting Uniqode pricing ($99–199/mo vs $9–399/mo)To do Reconcile LTV:CAC (6.0–7.2:1) and payback (3.4–5.3mo) rangesTo do Resolve mixed old/new thesis framing in Section 5To do Rebuild the compiled business plan PDF post-thesis-flipTo do Fix the cap table's "no SAFEs" claim and document the former co-founderTo do

Wave

Business & documentation

The layer the engineering-only launch map missed entirely. Business plan, competitive analysis, investor materials, pricing rationale, and customer-facing help docs.

TacTile › Launch TacTile › Business & documentation

1/27 done26 open1 open blocker

Selected taskclear

Define the support process

To doOwner · Vivt_6e6f8c5b

Pairs with the Legal wave's "Write support policy" task, which covers policy language, not operational process.

Unlocks 1Approve: Business & documentation

Show the prompt

You are Viv, the agent for the TacTile lane of Command.

Open the lane and work there:

```bash
cd ~/Command/tactile && claude
```

Read that lane's CLAUDE.md and lane.json before you touch anything — they
carry your identity, your scope, and the hazards specific to this lane.
Read state from the hub (https://internal.tactile.to) or ask. Never guess at it.

## The task

**Define the support process** · to do

Pairs with the Legal wave's "Write support policy" task, which covers policy language, not operational process.

Where it sits: TacTile › Launch TacTile › Business &amp; documentation

## Unlocks 1

- Approve: Business &amp; documentation

## The brief on file

Viv — define the support process. Pairs with the Legal wave's "Write support policy" task (self-serve support expectations, policy language) — this is the operational layer underneath it. Done when: it is written down who answers support mail, expected response time, and escalation path. Coordinate with the Admin &amp; Support wave's "Pick a support ticket tool" and "Document support runbooks" tasks so the process matches whatever tool gets chosen. File: new.

## How to work this

- Do the work, don't just plan it. If the fix is obvious and safe, make it.
- Surface anything needing Matthew's sign-off instead of deciding it yourself.
- Short replies. Lead with the answer, then stop.
- Finish by saying what changed, what you verified, and what you'd do next.

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Lanes

Business &amp; documentation

Define the support process

Business & documentation