Blog
Things we have had to work out properly in order to build this, written down in case they are useful to somebody else working them out too.
Australian data residency tells you where data sits. Sovereignty tells you whose law can compel its production. For Australian businesses under APP 8 the difference is the whole question — here is why, with the specifics.
A plain-English explanation of the US CLOUD Act for Australian businesses: what it permits, why an Australian data centre does not put data out of reach, how it interacts with APP 8, and what to ask vendors.
An AI support desk reads text written by strangers and acts on it. That is the definition of prompt injection. What the attack looks like on a helpdesk, why knowledge bases make it worse, and the controls that actually help.
Seat-based helpdesk pricing does not just cost money — it changes who you let near the queue, and it bills you most in the months support is hardest. What per-workspace pricing changes, and when it is the wrong model.
A practical guide to evaluating customer support software from Australia: the questions that actually separate vendors, the ones that waste your time, and how to trial without migrating.