SUPPORT CENTER
How can we help?
Custodian is designed to help businesses securely organize contacts, companies, notes, tags, follow-ups and relationship information in one shared workspace.
This Support Center explains how to get help with the service, how privacy and data requests are handled, how to report security concerns, and where to find Custodian's legal policies.
Custodian is currently in development. Some support channels, service features and procedures described on this page may not be available until the public beta or official launch. This page will be updated before Custodian becomes publicly available.
1. Product and technical support
Product support covers technical problems that prevent you from using Custodian as intended.
Examples include:
- Problems signing in to your account.
- Unexpected errors while using the application.
- Contacts or companies not displaying correctly.
- Problems creating or editing records.
- Issues with search, filters, tags or segments.
- Follow-up reminders not behaving as expected.
- Problems uploading contact photographs or other supported files.
- Workspace membership or permission problems.
- Application crashes or major performance problems.
Before contacting support, we recommend checking that you are using the latest available version of Custodian and that your internet connection is working normally.
2. Information to include in a support request
Providing clear information can help us investigate technical problems more efficiently.
Where appropriate, include:
- A clear description of the problem.
- The action you were trying to perform.
- What you expected to happen.
- What actually happened.
- The device and operating system you are using.
- The version of Custodian installed on your device.
- Any error message displayed by the application.
- A screenshot of the problem, if it does not contain sensitive information.
Do not send passwords, authentication codes, private encryption keys, payment credentials or other highly sensitive authentication information in a support request.
3. Account access
If you are unable to access your account, Custodian may provide account recovery options such as password reset or other identity-verification procedures.
For security reasons, support may need to verify that a person requesting access to an account is authorized to do so.
Custodian support will never ask you to provide your password by email or support message.
If your account belongs to a business workspace, some account or access issues may need to be resolved by the workspace owner or administrator.
4. Workspace access and permissions
Custodian is intended to support business workspaces in which multiple authorized users may collaborate on contacts and related business information.
Access to information may depend on your workspace membership and assigned role.
Workspace owners and administrators may be able to invite users, remove users, assign roles and manage access to business information.
Custodian cannot normally override legitimate access decisions made by an authorized workspace administrator unless required for security, legal or regulatory reasons.
5. Privacy requests
Custodian respects requests concerning personal information and account data.
Depending on your location and the circumstances, applicable privacy laws may provide rights relating to personal information, including rights to request access, correction, deletion or other forms of control over personal data.
The exact rights available to you may depend on the laws that apply to you, the type of data involved and whether Custodian is acting as a data controller or processing information on behalf of a business customer.
More information about how personal information is collected, used, stored and protected will be available in the:
6. Business contact data
Custodian may allow businesses to store information about customers, prospects, suppliers, partners, employees, professional contacts and other business relationships.
The business or user that adds information to Custodian is responsible for ensuring that they have an appropriate legal basis, authorization or other lawful reason to collect, store and use that information.
Custodian should not be used to collect or store information unlawfully, deceptively or in violation of another person's rights.
Additional responsibilities relating to user-provided data are explained in the Terms & Conditions.
7. Account and data deletion
Users will be able to request deletion of their Custodian account and associated personal information in accordance with applicable legal requirements and Custodian's retention obligations.
Some information may need to be retained temporarily or for a longer period where reasonably necessary for purposes such as:
- Compliance with legal obligations.
- Fraud or abuse prevention.
- Security investigations.
- Dispute resolution.
- Enforcement of contractual rights.
- Financial or transaction record requirements.
- Backup and disaster-recovery processes.
Information stored in a shared business workspace may also be controlled by the organization that owns that workspace.
Full account deletion instructions are available here:
8. Data correction
If information associated with your Custodian account is inaccurate, you may be able to update it directly through the application.
Where information cannot be changed directly, users may request assistance through the appropriate support or privacy channel once those channels are made available.
If information was added by another business or organization, Custodian may need to direct the request to the organization responsible for that information.
9. Data export and portability
Custodian may provide functionality allowing businesses or authorized users to export certain information stored in their workspace.
Export availability, file formats, permissions and limits may depend on the user's role, subscription plan and product version.
Exported business information remains the responsibility of the user or organization that exports it and should be stored securely.
10. Security
Protecting business information is an important part of Custodian's design.
Security measures may include authentication controls, access restrictions, encrypted network communications, database permissions and other administrative and technical safeguards.
No online service can guarantee absolute security. Users are also responsible for protecting their account credentials, devices and access to their workspace.
You should immediately change your credentials and notify the appropriate support channel if you believe your account has been compromised.
11. Reporting a security vulnerability
If you discover a potential security vulnerability affecting Custodian, please report it responsibly and do not exploit the vulnerability or attempt to access information that does not belong to you.
A dedicated security reporting contact will be published before the public launch.
Reports should include enough technical information to allow the issue to be reproduced without exposing unnecessary personal or confidential data.
12. Lost or stolen devices
If a device with access to Custodian is lost or stolen, users should take reasonable steps to protect their account.
This may include:
- Changing the account password.
- Signing out of active sessions where supported.
- Contacting the workspace administrator.
- Using the device manufacturer's remote-lock or remote-wipe tools.
- Reporting suspicious account activity.
13. Acceptable use
Custodian may only be used for lawful purposes and in accordance with the Terms & Conditions.
Users must not use Custodian to:
- Access data without authorization.
- Impersonate another person or organization.
- Collect personal information unlawfully.
- Upload malicious software or harmful content.
- Attempt to bypass security controls.
- Interfere with the normal operation of the service.
- Use the service to commit fraud or other unlawful acts.
- Violate intellectual-property, privacy or other legal rights.
Custodian may restrict or suspend accounts where reasonably necessary to protect users, the platform or third parties, or where required by law.
14. Third-party services
Custodian may rely on third-party infrastructure or services for certain functions such as hosting, authentication, database infrastructure, notifications, analytics or payment processing.
Some integrations may also allow users to connect Custodian with external services.
Third-party services may be governed by their own terms and privacy policies where applicable.
Custodian's Privacy Policy will identify important categories of service providers used to operate the product.
15. Service availability
Custodian aims to provide a reliable service, but uninterrupted or error-free availability cannot be guaranteed.
Access may occasionally be affected by maintenance, upgrades, internet failures, third-party service interruptions, security events or circumstances outside Custodian's reasonable control.
Where practical, significant planned maintenance or major service disruptions may be communicated to users.
16. Feature changes
Custodian is an evolving product. Features, interfaces, integrations and functionality may change as the service develops.
Features described on this website before public release should not be interpreted as a guarantee that every feature will be available at launch or remain permanently available.
17. Billing and subscriptions
Custodian may introduce paid subscriptions or business plans in the future.
Before paid services are introduced, information concerning prices, billing periods, renewals, cancellations, refunds and applicable taxes will be made available before purchase.
Any paid service will also be subject to the applicable Terms & Conditions and purchase terms displayed at the time of subscription.
18. Intellectual property
The Custodian name, branding, website, application interface, software and original platform materials may be protected by intellectual-property rights.
Using Custodian does not transfer ownership of Custodian's software, branding or other proprietary materials to users.
Users retain rights they lawfully hold in information and materials they upload to the platform, subject to the permissions necessary for Custodian to operate the service.
19. Complaints
If you have a complaint about Custodian, we encourage you to contact the appropriate support channel first so that the issue can be reviewed.
Privacy-related complaints may also be handled through the privacy contact method described in the Privacy Policy.
Where applicable law provides a right to contact a regulatory authority, nothing in Custodian's internal complaint process is intended to prevent you from exercising that right.
20. Legal documents
The Support Center provides general explanations designed to make Custodian's processes easier to understand.
The legally binding terms governing use of the service will be contained in the applicable legal agreements and policies.
21. Legal information and support guidance
Information provided in the Custodian Support Center is intended to explain the operation of the product and our support procedures in understandable language.
Support information is not intended to provide personal legal, financial, tax or regulatory advice.
Businesses using Custodian remain responsible for determining the legal requirements that apply to their own collection and use of contact information.
22. Contacting Custodian
Dedicated support, privacy and security contact details will be published before the public beta.
Until then, users interested in Custodian can join the early-access list for product and launch updates.
23. Updates to this Support Center
This Support Center may be updated as Custodian's functionality, infrastructure, policies and support procedures develop.
The version published on the Custodian website will be the most current version.