Preamble

The Support Lab exists to support and assist the community of Osmosis through education and technical support related to the Osmosis blockchain and the greater Cosmos Ecosystem. In order to achieve this goal, we work closely together with our community and other network participants, such as, but not confined to, validators, relayers, community developers, and core development teams. By identifying and bringing attention to any potential issues, taking educated steps to help our community resolve these issues either through community development, or rapidly and consistently reporting these issues to core development teams, the Support Lab can aid and facilitate the resolution of most issues. With Osmosis being the premier Interchain Hub for liquidity, having a dedicated, community focused support team aids in the growth and retention of Osmosis users. The Support Lab believes it is vital to provide around-the-clock, global support to ensure new users will stick around long-term and veteran users feel they can be empowered to make educated decisions revolving around Osmosis. Key focus areas are:

• Providing 24/7 support. No matter what time, what channel, there should be a capable admin present to help with an issue.

• Ensure the admins are working in a sustainable structure, thereby enabling long-term high-quality support.

• Improving the Osmosis ecosystem by providing and facilitating support-related infrastructure and processes.

• Facilitating scam prevention methods through removing scam accounts/bots from community channels, preventing scammers from posting malicious links, routine reminders to the community not responding to DMs from scammers, and working with moderator bots to help catch the scammers as soon as they enter.

• Educating the world about Osmosis, the technologies that underlie the blockchain, and related topics.

The Support Lab encourages everyone in the community, regardless of background, to contribute to providing quality support. This can be as easy as redirecting questions to the proper support channels, answering general support questions during times of high community activity, or participating in a live show, town hall, or other community-based event hosted by the Support Lab.

The most prominent example of the Osmosis Community working hand and hand with the Support Lab happened during the various chain halts and the unfortunate collapse of Terra. Through these times regular and prominent community members assisted the Support Lab greatly in keeping the greater Osmosis community calm and connected.