Human Tutor Support Policy

Define human support as a non-guaranteed safety net.

This document reflects shipped behaviour and is subject to review.

AI teaching is guaranteed. Human support is a safety net when available — not a private 1:1 tutor booking.

Human tutor support is only considered when AI support is exhausted, the student still needs help, the learning session is active, an eligible tutor is on shift, the tutor is available, the heartbeat is fresh, and tutor access is active.

If no tutor is available, the child continues with AI and is not parked waiting for an offline tutor. Human support is not guaranteed.

Login does not mean available. A tutor can only become available when on shift, heartbeat is fresh, and access is active.

Outside shift, tutors may access dashboard, upcoming shifts, notices and history. They cannot become available, accept a student, claim a support case, or receive a new assignment.

At shift end: no new assignments. An active session may finish within the configured grace period. Then the tutor returns off shift.

Contact [email protected]. For child welfare concerns use [email protected].