If we can't explain it simply,
we don't understand it well enough.

Simple is the proof

If we can't explain your problem in a sentence you'd use at the dinner table, we haven't finished understanding it. So we keep going until we can.

Nobody should feel dumb

Asking a question about your own computer is never a silly question. Jargon is our problem to translate, not yours to decode.

You always know where things stand

Every request moves through five plain steps in Canopy: New, With User, In Progress, With Mantis, Complete. No ticket black holes.