Incident policy
Escalation should feel clear before the room feels uncertain.
When something goes wrong, the fastest useful report protects people first, protects private-home details second, and gives support enough context to act.
Severity ladder
Severity keeps urgent issues from waiting.
Use the ladder to flag safety, privacy, and outage issues with the right urgency.
Critical
Safety threat, physical danger, address leak, or major data exposure. Local authorities first.
High
Login or SMS outage, approvals failing broadly, or suspected underage use at a table.
Standard
Single-user functional issues, verification trouble, or one event behaving unexpectedly.
Low
Copy confusion, minor UX friction, or non-blocking bugs that can enter the backlog.
Useful reports
Context helps. Private-home exposure does not.
A strong report includes enough information to investigate while keeping addresses and private-home screenshots protected.
Local authorities come first for immediate danger. PokerMeet support follows after immediate safety needs are handled.
Send this
- Event or post reference
- Approximate timestamp and county
- What happened versus what you expected
- Redacted screenshots or user references
Do not send
- Full private-home addresses in email
- Public reposts of private-home information
- Loose anecdotes without time or event context
- Requests to replace normal host coordination
Critical first
Local authorities first for immediate danger.
After urgent safety needs are handled, send support the event context, timestamp, and redacted evidence.