> I'm not sure what you mean by "Oof".

I second this.

Clearly the person who wrote "Oof" has never emailed Mullvad support.

Whenever I have emailed Mullvad support I have received a prompt reply from a human being who clearly actually cares about taking ownership of the question and seeing it through to resolution.

I have also witnessed first-hand the support person taking the question to an internal team member where it requires additional input. So there are clear paths for escalation if circumstances require it.

Finally the support mail allows for PGP encryption of communications too.

(I am not a Mullvad shill. Not a Mullvad employee. Just a satisfied customer)

It still probably makes sense to alias it to security@mullvadvpn.net for privacy/security concerns.

I'm not familiar with how you run your company -- without the context you gave most people would hesitate emailing support@ for security issues.

Human psychology is weird and some things are just cultural. If you have the ops team make the security@ email alias just forward to support, you could avoid having to go into all that.

"Just email support@" feels like you don't care. That you do, and that your support team is awesome, doesn't change the fact that there are other companies out there who's aren't. Security people are human with human egos, and they want to feel special, so giving them a special way to reach you, even if it's the same thing behind the scene, makes a world of difference.