What we’re building, honestly.

Note 002 — A ticket path with an email fallback

The help-request and tracking flows are built into the site code. When online intake accepts a request, it returns a ticket number (like FM-A1B2C3) that can be checked with the matching email. The configured intake backend has not yet passed a live end-to-end check, so this is code-ready behavior rather than a claim that online tracking is currently available.

Design choices we care about:

• Nothing is stored unless you actually send a request. Chatting with Brom saves nothing on our servers.
• The tracking design requires both the ticket number and the matching email.
• If the backend is unreachable, the site falls back to a pre-filled email. Its reference number is not an online tracking ticket.

Also new: a session prep checklist appears after you send a request — safe things to note or back up before anyone helps you, so the help goes faster.

Note 001 — A front door you can talk to

The site is no longer just a brochure. There are now two ways to get unstuck, right on the homepage:

• Ask Brom — a chat assistant that helps you find one safe next step for a frozen, slow, or misbehaving PC. Brom is a fictional, AI-assisted character and the site says so plainly; he gives careful general guidance, not diagnoses, and he will never ask for a password. When the AI backend isn’t reachable, a built-in guided version answers instead — the chat always works.
• Request help — a short intake for the device, urgency, problem, and contact details. If online intake is unavailable, it prepares an email instead; no response time or service availability is promised.

Boundaries we’re keeping as we build the “Uber of tech support” idea: FrozenCare stays labeled in development until it’s genuinely customer-ready, and the local technician network stays a waitlist until identity screening, insurance, disputes, payment, and emergency-safety controls exist. No fake availability, ever.