Guide

A guide (noun) is an unpaid volunteer who assists GMs with customer service duties, such as mediating player disputes or assisting with recoveries from loss due to bugs.

The guide program was created early on in EverQuest's timeline to mitigate the unexpected customer service workloads which Verant/Sony employees were tasked with. As Project 1999 is administered as a non-profit, it also employs guides in an identical role.