How we protect customers and providers.
The SupportPilots Expert Network connects businesses with support providers. That only works if data access stays in the customer's hands, providers earn trust through real review, and reputation is built on real completed orders. Here is exactly how each of those works today.
Data access levels
You decide what a provider can see. Every time.
A provider never gets automatic access to your data. You choose one of four levels for each job. Whatever you grant is time-boxed to the order, logged, and revocable at any moment.
| Access level | What the provider sees | Detail |
|---|---|---|
| No access | Provider sees nothing beyond the public brief | The default. A provider works from your written brief only and never touches your account, knowledge base, or conversations. |
| Selected knowledge base only | One or more knowledge-base sections you pick | Grant read or edit access to specific FAQ or policy sections so a provider can improve answers without seeing customer conversations. |
| Redacted conversations | Sample conversations with personal data removed | Share support transcripts for an answer audit with names, emails, and order identifiers stripped before the provider sees them. |
| Full project access | Working access to a scoped part of your account | For a full setup or migration, grant broader access for the length of the job. It ends when the order closes or when you revoke it. |
Provider verification
Verification is a ladder providers climb, not a badge they buy.
No provider is labelled an expert on day one. Trust is earned in stages, and early providers are reviewed by hand while the network is small.
Applicant
Anyone can apply. An applicant profile is not visible to customers and cannot accept orders. There is no badge and no public listing at this stage.
Approved provider
Early providers are reviewed manually against skills, sample work, and fit with the service categories. Approved providers can accept curated pilot orders.
Certified SupportPilot
Awarded only after a provider completes product and quality training and delivers reviewed work. It marks demonstrated competence, not a self-declared claim.
Reviews & quality
Real orders. Moderated reviews. Nothing invented.
Reviews on SupportPilots can only come from a real completed order, and each one is moderated before it appears. That keeps reputation honest and hard to game.
Tied to completed orders
Only a customer who paid for and received a delivered order can leave a review of that provider. No open submission form, no anonymous ratings.
Moderated before publishing
Reviews are checked for abuse, personal data, and manipulation before they go live. Providers cannot edit or remove genuine feedback.
None shown yet, on purpose
The network is new, so there are no completed orders to review yet. We show no ratings rather than publish placeholder stars or invented testimonials.
Your rights & reporting
Know your rights and how to raise a concern.
Your data rights, our obligations, and how money is handled are written out in full on our legal pages.
Terms of Service
The rules for using the marketplace, for both customers and providers.
Read the termsPrivacy Policy
What data we hold, why, your GDPR and CCPA rights, and our sub-processors.
Read the policyRefund Policy
How credits, purchases, and marketplace orders are refunded.
Read the policyReport a safety issue
Found a data-access, abuse, or safety concern? Email security@supportpilots.com and we will look into it directly. For billing or account help, use the contact page.
Trust FAQ
Common questions about safety and access.
Can a provider see my customer data?
Only if you grant it. The default is no access. Any data a provider can see, you chose to share at a specific level, for a set time, and you can revoke it. Redacted-conversation access strips names, emails, and order identifiers before the provider sees anything.
How do I revoke access?
Access is revocable at any time from your dashboard. Access also ends automatically when an order closes. Every grant and revocation is logged so you have a record of who could see what and when.
How are providers verified?
Verification is a review ladder, not a purchased badge. Everyone starts as an applicant. Early providers are reviewed manually, become approved providers who can take curated orders, and only reach Certified SupportPilot after completing training and delivering reviewed work.
Why are there no reviews or ratings shown yet?
Reviews are tied to real completed orders and are moderated. The network is new, so there are no completed orders to review yet. We would rather show nothing than publish invented ratings or testimonials.
How do I report a safety issue?
Email security@supportpilots.com with the details. Safety, data-access, and abuse reports are handled directly. For billing, refunds, or account questions, use the contact page or support@supportpilots.com.