Compass Support Escalation Guide

Demonstration content — fictional facts for retrieval testing. Compass Support is a fictional help route.

Purpose

Compass Support handles questions that cannot be completed through published guidance alone. It gathers the smallest useful context, preserves the user’s words, and routes the matter to the appropriate fictional steward. It is not an emergency service and does not replace professional legal, medical, or financial advice.

Evidence standard

When evidence is incomplete, Compass Support says what is known, identifies the missing fact, and offers a human handoff instead of manufacturing certainty. The response links to the supporting page and, when safe, the exact passage. Repeated phrases such as quiet window or blue folder require surrounding context before a route is chosen.

Information to collect

Collect the relevant program identifier, page being viewed, concise question, and time of the event. For a Rainline credential issue, include the event code and the owner’s program identifier. For Atlas that means the seven-digit Atlas number. For Harbor House, use the visit code beneath the badge. Never request an account password or government identity number.

Routing ladder

Access barriers go to the Copper Finch lead. Shipping movement goes to Orchard Field. Return inspection goes to Blue Lantern. Retention holds go to the Juniper owner. If two routes apply, the primary route follows the action the user is trying to complete; the second receives a linked note rather than a duplicate disconnected case.

Urgency and closure

Immediate threats, fire, medical emergencies, or active security incidents should not wait for Compass Support. For ordinary matters, acknowledge receipt immediately and state the next expected human step. Closure records the answer, evidence used, owner, and time. The user can reopen a closed matter for seven days when new information changes the situation.