# Governed: Every answer arrives with the passages it was given.

A customer support use case for Tileward: support answers grounded in your own handbooks, each with the passages it was given, and the regulated topics an agent must never advise on refused before inference. Support is where a confident wrong answer costs the most, and where "the model said so" is the least defensible thing a team can leave in a ticket.

Page: https://tileward.com/use-cases/customer-support/

## Lock what support is not allowed to answer

The line between helping and advising is a permissions question, and it belongs on the key rather than in a prompt. Tileward Governance locks these regulated topics; every tile switches off independently, per API key.

- Personal legal advice
- Personal tax advice
- Personalized investment advice
- Personal medical advice
- Data privacy & PII

The full roster of tiles is on the [Governance page](https://tileward.com/governance/#topics).

## Answer from the handbook, not the internet

Point Tileward Documents at what your team already maintains, and the answer comes back with the passage attached.

- Support handbooks and macros
- Refund and warranty policy
- Product manuals and release notes
- Escalation runbooks

Each answer comes back with the passages it was given, and your files are never pooled with other tenants.

## See it on your own policy

Bring what the assistant must not discuss. An engineer will lock it, try to get past it, and show you the record. Thirty minutes, no deck. [Talk to an engineer](https://calendar.app.google/hg2DzFTxKJgwFWm19).

## Related

- [Governance tile roster](https://tileward.com/governance/#topics): every tile that can be locked
- [Tileward Governance](https://tileward.com/governance/): refuse locked tiles before inference
- [Tileward Documents](https://tileward.com/documents/): answer from approved files, with citations
- [Use cases](https://tileward.com/use-cases/): the three job patterns and the other worked examples
- [Start free](https://app.tileward.com/?join=explore): the Tileward console, no card