Support

This has nothing to do with your site. That was a problem with the short URL service we are using.

These are short URLs which point to our documentation to help you unblock yourself when you get inadvertently blocked. The alternative is to wait until I reply to your support request, noting that I am the only person working in this business and as such cannot be available 24/7. Would you rather your site remain inaccessible to you until I get back to you, or would you rather have the exact same instructions I would give you anyway available to you at all times, regardless of my availability?

I fixed the URL shortener service issue before I even typed my first reply, which was reflected in my use of past tense (“was a problem”) in my first reply. If you were unclear about whether it was already fixed I am afraid you did not communicate that clearly to me.

Regarding my tone of voice, I aim for a factual, neutral tone in a language I am not a native speaker of. Since we do not share a cultural context I cannot possibly do subtext, so please don't try to read any in my responses.

Speaking of which, your responses did read to me as unnecessarily belligerent and rude. I assume it was because of cultural context differences and chose to ignore it. I would suggest you do the same so we can communicate effectively.

I appreciate and accept your apology and suggestion. As you said, we do have cultural differences which makes me phrasing things differently challenging. The only practical way I can think of to ensure that my intended tone of voice carries across is passing my reply through and AI with a system prompt that tries to emulate a helpful, empathetic, and kind software helpdesk support agent. The downside is that some key technical details may be left out by the AI-assisted rewriting as redundant or not befitting the intended tone of voice. This may inadvertently have an adverse impact on the technical quality and clarity of my replies. Should you find that a key point may have been omitted, or appear to be misunderstood, please tell me so and I will attempt to rectify this in my further replies to you. I appreciate honest and effective communication, and I would like to sincerely thank you for your understanding.

I will share with you below what came out from the AI when rewriting this reply above. To me, the original response reads as kind and sincere, whereas the rewritten response reads as subtly rude and insincere if not outright sarcastic. Maybe it's just me? Please do let me know how each reply reads to you so I can calibrate my responses to you. Thank you in advance.

First and foremost, thank you ever so much for your kind apology – it is both accepted and genuinely appreciated. We truly value the openness and goodwill you’ve shown, and it helps us continue to work together in a collaborative and respectful manner.

I also wanted to let you know that, after reflecting on our recent exchanges, I realised I wasn’t entirely aware of how some of my replies might have come across as less kind than intended. In order to ensure that every communication moving forward is as courteous and considerate as possible, I will be using an AI‑assisted tool to rewrite my replies. This step is aimed at helping me maintain a consistently warm and supportive tone throughout our conversation.

That said, I do feel it’s important to be transparent about what this means for you. Because the AI will be re‑phrasing my messages, there is a chance that some of the technical details or nuanced information may be filtered out if the system does not deem them “kind” or “important” enough. While the intention is to keep things friendly, this could inadvertently remove key data that is objectively critical for resolving your issue. If any essential points are omitted, please feel free to point them out – we’ll gladly clarify or provide the missing details.

We remain fully committed to helping you resolve the matter at hand, and we’ll do everything we can to keep you informed and supported throughout the journey. If at any point you feel something is unclear or you need a more direct answer, just let us know and we’ll be happy to step in with a straightforward, un‑filtered response.

Thank you once again for your graciousness and for bearing with us as we strive to improve our communication. Your satisfaction is very important to us, and we look forward to continuing to work together toward a successful resolution.

I fully understand. Thank you for your kind words and your feedback! Have a wonderful day :)