Emberly DocsStaff & Operations Guide
Internal operations manual for Emberly staff — moderation, support, incident response, and admin tooling.
This section covers internal processes, moderation guidelines, and incident response for Emberly staff. Internal use only.
Moderation Guidelines
How to handle reports, moderate content, and enforce policies.
User Support Playbook
Handling support tickets, billing questions, and technical issues.
Incident Response
Responding to security incidents, outages, and emergencies.
Admin API Reference
Complete admin and staff API documentation.
Key Policies
Data Access
Never access user data without a legitimate operational reason. All data access through the admin panel is logged and audited. If you need to inspect user data for a support case, note the ticket number.
Confidentiality
Treat all customer and company information as confidential. Do not share externally without explicit authorization from leadership.
Response Time Targets
These are internal incident response targets (infra/service issues, escalated to engineering) — distinct from the customer support ticket SLA in the Support Guide, which uses its own Critical/High/Normal/Low scale for user-facing tickets.
| Priority | Target |
|---|---|
| P1 — Critical | 15 minutes |
| P2 — High | 1 hour |
| P3 — Medium | 4 hours |
| P4 — Low | 24 hours |
Escalation
| Severity | Description | Escalate to |
|---|---|---|
| P1 | Service down, data loss, confirmed security breach | CTO immediately |
| P2 | Feature broken, multiple users affected | Engineering lead |
| P3 | Single user issue with a workaround | Support lead |
| P4 | Minor issue, no user impact | Backlog |
Contact
- Support: support@embrly.ca
- Security: security@embrly.ca
- General: hey@embrly.ca