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TacTile›Launch TacTile›Foundations›Legal & Compliance·33 in this wave

Approve: Legal & ComplianceTo do · blocker NEEDS MATTHEW: privacy-policy §6 publishes an admission against interestTo do · blocker Verify support@tactile-connect.com delivers end-to-endBlocked · blocker MATTHEW: eight legal documents marked DRAFT — NOT IN FORCE are published and now linked from marketingTo do · blocker Draft Terms of ServiceDone Draft Privacy PolicyTo do Draft Acceptable Use PolicyDone DMCA takedown policy + register agentTo do DSAR + account-deletion processTo do App Store privacy labels + Play Data SafetyTo do DECIDE: "no third-party data sales" pledge dropped from canonical S13To do Add IP-assignment and NDA agreements to S13's pre-launch checklistTo do Add product liability + workers' comp to S13's insurance planTo do Fix cap table misstatement: S13 says "no SAFEs" while one is actively being raisedTo do Decide: restore or drop the "no third-party data sales, ever" pledgeDone Resolve the data-retention contradiction between S13 and Pro analyticsDone Execute IP assignment and NDA agreementsTo do Appoint an Article 27 EU representativeTo do Execute SCCs with all seven sub-processorsTo do Publish the legal pack — /legal index + a page per documentDone Verify entity name "TacTile Connect, Inc." across docsDone Write support policyDone Audit business plan Section 13 for policy driftTo do Confirm marketing claims match capabilitiesTo do Confirm co-founder equity resolution note and trademark class 45 in S13To do Draft Cookie PolicyDone Draft DPA templateTo do Sign DPAs with sub-processorsTo do Draft refund policyDone Write incident-response planDone Stand up compliance mailboxesDone Publish sub-processor list pageTo do Resolve retention conflict: S13's 90-day blanket vs indefinite Pro analytics retentionTo do

Wave

Legal & Compliance

v1.0 legal + compliance docs and processes — agent-drafted, Matthew signs off. Entity: TacTile Connect, Inc.

TacTile › Launch TacTile › Foundations › Legal & Compliance

11/33 done22 open4 open blockers

Selected taskclear

Write support policy

DoneOwner · Vivt_b8f27096

[prep] Self-serve support expectations (not a formal enterprise SLA).

Waiting on 1 · all clearVerify entity name "TacTile Connect, Inc." across docs

Unlocks 1Approve: Legal & Compliance

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

**Write support policy** · done

[prep] Self-serve support expectations (not a formal enterprise SLA).

Where it sits: TacTile › Launch TacTile › Foundations › Legal & Compliance

## Waiting on 1

- Verify entity name "TacTile Connect, Inc." across docs — done

## Unlocks 1

- Approve: Legal & Compliance

## The brief on file

Viv — write the support policy setting self-serve support expectations, not a formal enterprise SLA.

--- DRAFTED 2026-07-27 (Viv) · docs/legal/support-policy.md · commit 80dc0e2c ---
Full draft. DRAFT until sign-off.

The not-an-SLA framing is explicit in the opening line and again in §4, since that's exactly what the task asked for: targets are goals, not contractual commitments, and there are no uptime guarantees or service credits on any plan.

Four severity levels with FIRST-RESPONSE targets (4 business hours for critical, down to 5 business days for low), with an explicit note that these are first-response and not resolution — quoting a resolution SLA we can't keep would be worse than quoting nothing. Business hours are Mon-Fri 9-5 Pacific.

ONE THING STATED AS A DECISION RATHER THAN AN OMISSION: support targets do NOT vary by plan in this release — free, Plus and Pro share one queue. If you'd rather Pro got faster response, say so and the table changes.

§3 lists what support does NOT cover (no content writing, no QR design service, no third-party debugging, no marketing or legal advice), which is the part that protects your time later.

DEPENDENCY: references support@, security@, abuse@, privacy@. Only support@ and privacy@ appear in the codebase today (t_4c1ea7df).

## 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

Legal & Compliance

Write support policy