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When you inform support channels about your study, they may inform you in turn that they have certain guidelines and procedures for contacting customers. (In fact, a few larger companies are quite strict about this.) While running into jumping through these additional hoops is never fun, it’s usually better to find out about them before your study runs than having to ask forgiveness for your ignorance of them afterward.
Finally, remember that informing your support channels is not only polite and efficient; it’s also a bit of free internal publicity for the UX work you’re doing.
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