Community Guidelines

1. Where these guidelines apply

They apply to support conversations, feedback, bug reports, vulnerability reports, and any other direct contact with the VERA team, and to any community space VERA operates in future.

They also set the standard we expect for content you send to your own customers using VERA. The enforceable rules for that are in the Acceptable Use Policy; this page describes the spirit of them.

There is currently no public customer community, shared workspace, or user-visible content feed inside VERA. If we launch one, we will update this page before it opens.

2. What we expect

• Be direct and be civil. Blunt is fine. Frustrated is fine. Abusive, discriminatory, or threatening is not, and our team will end a conversation that turns that way.
• Be honest. Describe what actually happened. A misleading bug report wastes time we would rather spend fixing it, and a misleading refund claim gets declined.
• Respect other people's data. Do not paste another business's customer records into a support conversation to illustrate a problem. Redact, or tell us where to look in your own account.
• Report problems privately. Security issues go to support@myvera.io and not to a public channel. See the Security Policy for how disclosure works.
• Treat the people you reach with the same respect. The customers, leads, and staff you contact through VERA did not opt into a bulk AI messaging experiment. Send them something you would be happy to receive.

3. What is not allowed

• Harassment and discrimination. Abuse, slurs, or targeting anyone based on race, ethnicity, national origin, religion, disability, age, sex, gender identity, or sexual orientation.
• Threats and intimidation. Threats of violence, threats against our staff, and attempts to coerce a commercial outcome by threat.
• Spam and manipulation. Using support channels for solicitation, or attempting to manipulate our staff into bypassing security, billing, or privacy controls.
• Impersonation. Pretending to be another customer, a VERA employee, or a regulator.
• Extraction. Attempting to get information about another customer's account, including whether a particular business uses VERA.

4. Enforcement

Most problems end with a conversation. Where they do not, we may decline to continue a support thread, limit a channel, suspend an account, or terminate it, in proportion to what happened. Threats against our staff and attempts to socially engineer access to another account are grounds for immediate suspension.

The process, including how to appeal, is in the Content Moderation Policy.