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Simply Bread Baking Support Can & Can’ts

Defining the scope and responsibilities of Simply Bread’s Baking Support Department.

This document defines the scope and limitations of Simply Bread’s Baking Support Department. It ensures clarity on what Baking Support is authorized and equipped to do when assisting customers, and outlines the boundaries that maintain educational consistency, product safety, and company policy alignment.

We’re here to help you understand your oven and the principles behind it. Once the oven is confirmed to be functioning properly, Simply Bread is not responsible for baking results or product outcomes. The Simply Bread Oven is a precision tool designed to reflect your process, not replace it. Our role is to help you understand how heat moves through your dough and how to use the oven effectively for consistent results. Every baker’s fermentation, formula, and timing are unique. We can share guidance and best practices, but your dough and your results will ultimately be in your hands.

Baking Support Can’s

Oven Education & Operation

  • Help customers understand how to operate their Simply Bread Oven correctly and confidently.

  • Explain deck settings, preheat behavior, steam use, and stone recovery.

  • Clarify what’s considered normal oven behavior versus what may require technical review.

Performance Guidance

  • Offer general guidance on managing load size, bake order, and deck use for consistent results.

  • Provide insight into how heat transfer, steam, and airflow affect baking outcomes.

  • Share educational materials such as guides, tutorials, or training resources.

Escalation & Evaluation

  • Refer issues to Tech Support if mechanical or electrical problems are suspected.

  • Direct customers to additional educational resources when process-related questions arise.

  • Provide general feedback that helps bakers understand whether an issue might be related to technique or process, without conducting full analysis.

Baking Support Cannots

Guarantee or Evaluate Results

  • Baking Support cannot guarantee baking outcomes or evaluate product quality.

  • Staff cannot determine fermentation health, dough strength, shaping, or crumb structure.

  • Baking Support cannot reproduce baking conditions or test customer recipes to confirm results.

Provide Personalized Training

  • Baking Support does not provide one on one instruction in mixing, fermentation, shaping, or scoring.

  • Our role is to explain how the oven functions, not to teach how to bake specific products.

Develop or Modify Recipes

  • Adjust bake times or temperatures for custom formulas.

  • Provide fermentation timelines for specific formulas or flour blends.

  • Create or convert formulas for scaling (for example, from home to production).

  • Advise ingredient substitutions or brand-specific flours.

  • Design or validate new formulas for customer menus or products.

  • Calculate baker’s percentages or hydration for custom formulas.

Interpret Technical Data

  • Baking Support cannot analyze temperature logs, deck offsets, or sensor data.

  • Diagnose Technical Problems.

Override Policy or Warranty Terms

  • Baking Support cannot recommend practices that conflict with safety, warranty, or operating policies.

  • Staff are not authorized to approve modifications, third-party accessories, or nonstandard use.

Collaboration with Tech Support

Baking Support works closely with Tech Support to determine whether a concern is oven-related or process-based. In some situations, a deeper joint analysis may be required to fully understand performance behavior. When that happens, both departments may collaborate to review data and confirm that the oven is functioning as intended.

If deeper investigation shows the oven is operating properly, the issue is considered process-based. At that point, it’s up to the baker to decide how to move forward by refining their methods independently.

Disclaimer

Baking Support exists to help you understand your oven and the science behind how it bakes. Great results depend on both the oven and your process. Sometimes a concern that looks like an oven problem is caused by fermentation, shaping, proofing, or recipe choices. In those cases, no amount of technical support will resolve the bake until the process is corrected.