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You must respond to questions/complaints sent by experts, even if they are not moving forward in the project.

• Please refer to the Expert Manual for best practices when dealing with common expert concerns.
• Speak to your Manager to discuss solution ideas and next steps.

If you are unable to resolve the situation before the end of the day, send the expert a holding message. Experts kept in the dark are more likely to escalate a situation further.

Payment is an important part of the expert journey and we should be transparent about an expert's rates and pro rata payment.

• Always confirm the rates of system experts, especially if they have not participated in a project within the last year.
• Always explain our pro rata payment model to custom experts when setting their rate. Calls are paid to the minute, meaning experts are compensated only for time spent with the client or time spent on a deliverable.

You must set clear and transparent expectations with experts in order to avoid future misunderstandings and escalations.