The sign-up site is a bit vague as to who should sign up. Is it the consumer of a customer service request that is stuck in a vendor's support processes, or is

The sign-up site is a bit vague as to who should sign up. Is it the consumer of a customer service request that is stuck in a vendor's support processes, or is it vendors looking to help out their own support process? I think it's the former but not enough info to tell for sure.