Handbook Info
All information covered in this Handbook / Guide is meant for members of the FBG Support Team. Ensure you’re not sharing this document with anyone outside of Support as it serves no use for them. Any questions, suggestions, concerns or issues should be DM’d over to the Support Lead or brought up in the Support Team chat on the FBG Staff Discord.
Guidelines & Standards
Members of the Support Team must perform their duties to the best of their ability with no mal intent. The Support Team is a vital part of the community and is not to be joked around with.
All Support Staff are limited to 2 strikes, first strike being a verbal warning depending on the situation, the second strike being a removal from Support and barred from re-applying for 2 weeks.
Messages deleted without real reason will result in a strike, depending on the situation/message deleted may result in a removal from support.
Using any administrative permissions on a person has to be justified, meaning you are unable to ban, kick or mute anyone without valid reasoning and evidence that is gathered to back up your case. If improperly banning/kicking anyone you will be INSTANTLY removed.
If you’re unable to handle a ticket (meaning you don’t know the answer or are not the proper rank to deal with the situation), ensure you follow the Support Chain of Command, first pinging a Assistant Support Lead to see if they are able to deal with the situation, if not then they will escalate it to the Support Lead.
Harassment or inappropriate behavior is not permitted from any Support Team Members. If you are being harassed ensure you contact the proper personnel to deal with the situation instead of responding back with hate.
Chain of Command Structure & Info
Support Lead
Boreas
Assistant Support Lead
Joules
Support
Support Lead: Deals with everything Discord related, including; all Discord support cases, handling Discord Suggestions. Responsible for the upkeep of the Support Team; manages the Support Roster, accepting/denying Support Applications, and assists with training new Support members.
Assistant Support Lead: Assists the Support Lead with any tasks assigned to them. Monitors the support team dealing with tickets or interacting with the community ensuring all is being dealt with in a responsible time and appropriately. Assists with training new Support personnel and monitoring Discord Suggestions forwarding any to the Support Lead or leaving a general +support / -support depending on suggestion.
Support: Support is the only rank before getting into Support Leadership. Support is equipped with Discord permissions staff normally wouldn’t get until JMT. This meaning that there is a ZERO tolerance policy for abusing permissions. Support is on the Discord to deal with any tickets that are brought forward from any community member. As well, they are Discord Moderation, dealing with the enforcement of rules, with this comes permissions of deleting messages and kicking members from the Discord. If a ban is needed, contact a Assistant Support Lead+ or JMT+.