Customer Support / Contact Policy

At Find Me Alive (FMA), we understand that trust is built not only on the services we provide, but also on how we care for and communicate with the people who rely on us. Whether someone is seeking guidance about our recording service, needs help with a Missing Person Kit, or simply has a question about how we operate, our commitment is to provide accessible, respectful, and timely support.

This Customer Support and Contact Policy establishes how FMA interacts with users, families, partners, and members of the public, in line with the highest standards of professionalism, ethics, and compliance with the Federal Trade Commission (FTC) and related authorities.

Commitment to Accessibility

Clear Contact Points
All official contact information—including support email, website forms, and other communication channels—are listed directly on our website and official documents. Users will never be asked to rely on unofficial or personal accounts for assistance.
Multiple Ways to Reach Us
We maintain multiple contact options to ensure accessibility. Our support team can be reached by email, web submission form, or through specially designated phone lines for urgent cases.
Inclusive Communication
Recognizing the diversity of our community, Find Me Alive strives to provide communication support for individuals who may have accessibility needs, such as those who are Deaf or hard of hearing. Whenever possible, we will work to accommodate these needs.

Response Standards

Timeliness
- General inquiries: Within 48 hours (business days).
- Urgent safety-related matters: As quickly as possible, with priority handling.
Professionalism and Compassion
Every support request is handled with empathy and respect, acknowledging that many of our users reach out during moments of stress, uncertainty, or potential danger.
Clarity and Transparency
Responses from our team will be straightforward, easy to understand, and free from unnecessary technical or legal jargon unless required.

Escalation and Resolution

Internal Routing
If a request cannot be resolved by initial support staff, it will be escalated to the appropriate department—technical support, safety outreach, or administrative review.
Follow-Up Process
Users can expect ongoing communication until their issue has been acknowledged and addressed to the fullest extent possible within our policies and resources.
Documentation
All interactions with users are logged to ensure accountability, provide accurate records for follow-up, and identify opportunities to improve support quality.

Boundaries and Limitations

No Guarantees
While Find Me Alive provides essential tools—including the recording service, Missing Person Kit, and outreach support—we cannot guarantee the recovery of missing persons or financial outcomes. Our role is to provide resources, not promises of results.
Authorized Information Only
Customer support representatives are not authorized to provide legal advice, investigative services, or confidential information outside the scope of official FMA policies. Requests requiring legal process or law enforcement involvement must follow proper procedures.
Respectful Conduct
Find Me Alive staff are committed to respectful communication. In return, users are expected to maintain respectful conduct in their interactions. Abusive or threatening communication may result in restricted access to support services.

Continuous Improvement

Find Me Alive views customer support as a living part of our mission. We regularly review feedback, update procedures, and adjust training to ensure that our users always receive the highest standard of care.