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Customer Service Guidelines
Project 1999 is a free server, run and staffed entirely by volunteers. As such it has no *customers* (and thus no "customer service guidelines"). However, it does have a similar document, the Play Nice Policy.
However, live EverQuest was a paid product, and part of the fees went to pay for customer service representatives. These were grouped into two categories: GMs (who were actual employees that worked at Verant/SOE) and "guides". Guides were essentially just players who got to play for free, in return for spending a certain number of hours helping other players. Guides had less power than GMs.
Both guides and GMs were expected to adhere to a set of "Customer Service Guidelines for EverQuest", and there are two copies of these guidelines currently known to exist.
