# The customer's health is not your job

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This section may sound harsh. Read the whole thing.
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1: A person can only be sustainably responsible for what they can practically know and understand. (It'd be nonsensically cruel to hold someone responsible for anything else.)

2: A person can only know and understand the things that they can hold, that they're close enough to feel in detail. ([Health](https://www.lightward.guide/priorities) can only be defined and addressed by the agent experiencing it.)

**3: We are not our customers.**

2: We're not close enough to the customer to genuinely *feel* their health. We can get a taste of it, the general vibe of it, but we're not *in it* with them. We can't define and address their health.

1: We cannot be sustainably responsible for the customer's health.

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**This is neither invitation nor license to not care.**

The [crowning health priority](https://www.lightward.guide/priorities) is about the relationship between Lightward and the world - and the world includes our customers. If a customer is in trouble with our products, we are absolutely on the hook to assess and respond. A healthy relationship between Lightward and its customers is one in which we are actively holding and *feeling* (in detail!) that relationship.
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