Most support pages are a form with a dropdown. The problem is that one of these things is a person in a room right now and the others are a billing question — and a shared queue treats them identically. This page routes before it collects.
First, the thing that is not us
If someone is in danger right now, we are the wrong place
We are not a control room and nobody here is on call overnight. Emergency services are faster than we will ever be, and the person named on your booking is closer. This box sits above everything else on the page for that reason.
Emergency services
The local number for wherever you physically are — the country the booking is in, not the country of your account.
The on-site contact
Every retreat and festival names one person who is physically there, with a number that works. On a gathering it's the facilitator.
Then tell us
Afterwards, and it still matters. A report made a day later is treated exactly the same as one made in the moment.
Everything else
Pick the one that fits. The route, who reads it, and how long it takes are all on the page before you type a word.
A facilitator, a space, or something that happened
Conduct, pressure, touch without consent, money asked for off-platform, a retreat that wasn't what was sold. This is the one route that doesn't go to support at all.
Kept as a case record, separately from your profile
Who else sees it
Never shown to the facilitator as your words unless you choose it
These are the aims we hold ourselves to, not guarantees. If we're going to be slower than usual, we'll tell you rather than let the clock run out quietly.
What we will not do on this page
Four omissions, each deliberate, each the thing a support page normally reaches for first.
No chatbot in front of a person
Somebody describing a bad experience shouldn't have to satisfy a triage widget first. The routing above is the triage, and it's honest about being one.
No satisfaction rating on a report
You can't rate whether being harmed was handled well in five stars, and asking insults the person answering as much as the person asking.
No response time we can't keep
Every figure on this page is an aim, not a guarantee. A published SLA we miss is a second injury on top of the first.
No relaying between two people
Where the answer belongs to the facilitator, we hand you the thread and say we have. We don't sit in the middle rewriting what each of you said.