What are the fair use guidelines for using on-demand support?

We want Brain in Hand to work well for all users, and for everyone to have fair and equal access to the resources we offer. For that reason, we monitor usage of the features to understand how users are interacting with them.

If you've linked your traffic lights to the response service, so that pressing a red light (or amber three times) sends a request for support, it's important that you're using this feature in the right way and at the right times.

Requesting help through the traffic lights (or the life ring) is meant for situations where you need direct human support quickly and where other approaches haven't worked. Day-to-day difficulties and situations should be managed through the app itself, by reviewing your problems and solutions, using the solution packs and building on previous experiences you've had with similar situations, or by scheduling a session with your coach.

If you're requesting human support frequently as a first course of action (rather than using Brain in Hand to help you independently manage situations) we'll work with you to understand when and why you're requesting on-demand support. Sometimes Brain in Hand isn't the right solution, but we'll discuss your needs with you, to make sure it's a good fit.

Read our full acceptable use guidelines.