Staff & Operations Guide

Welcome to Emberly Staff Docs

This section covers internal processes, moderation guidelines, operational procedures, and incident response. Internal use only.

Quick Links

Most Used Pages

• Moderation Guidelines
• Support Playbook
• Admin API Reference
• Incident Response

Documentation Structure

Staff Documentation
├── Moderation Guidelines
│   ├── Policy overview
│   ├── Handling reports
│   ├── Banning users
│   └── Removing content
├── Support Playbook
│   ├── Ticket workflow
│   ├── Billing issues
│   ├── Technical support
│   └── Escalation procedures
├── Incident Response
│   ├── Security incidents
│   ├── Outage procedures
│   ├── Communication plan
│   └── Post-mortems
└── API Reference
    ├── User management
    ├── Moderation tools
    └── System monitoring

Key Contacts

Important Policies

Code of Conduct

All staff must adhere to our Code of Conduct. Violations are reported to leadership.

Data Access

Never access user data without legitimate purpose. All data access is logged and audited.

Confidentiality

Treat all customer and company information as confidential. Do not share externally without authorization.

Response Times

• Urgent: 15 minutes
• High: 1 hour
• Medium: 4 hours
• Low: 24 hours

Escalation Procedures

Severity Levels

Escalation Chain

1. First responder handles initial triage
2. Team lead involved if P2+
3. Manager/director involved if P1
4. CTO/leadership involved if P1 or security issue

Getting Help

• Team Slack: #emberly-staff
• Runbooks: (internal wiki link)
• On-Call: Check rotation schedule
• Emergency: Page on-call engineer

Staff Directory

[Link to internal staff directory]

Next Steps

1. Read the Moderation Guidelines
2. Review the Support Playbook
3. Understand Incident Response procedures
4. Reference the Admin API for daily operations
5. Ask questions in #emberly-staff Slack channel

Contributing to Staff Docs

Found an error or want to improve staff docs?

1. Create an internal issue in our team wiki
2. Submit a pull request with changes
3. Tag a manager for review
4. Once approved, changes go live

Important: All staff documentation should remain internal and confidential.