> ## Documentation Index
> Fetch the complete documentation index at: https://staff.ermbot.xyz/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Team Guidelines

The support guidelines below are to be abided by at all times. Individuals who are caught breaking the guidelines below will be subject to appropriate infractions depending on the severity of the situation. Upon joining our team you agree you are subject to infraction for any misrepresentation or irresponsibility within the team.

1. **Treat each individual with respect.**

> Users **deserve** to be spoken to in a respectful and inclusive tone. No **matter** the scenario, you **must** act mature and responsible to ensure **you** are the bigger person. There are ways to deal with noncompliant users by simply utilising the moderation commands specifically assigned to each support member. This guideline also applies to treating your colleagues **with respect**.

2. **Working within a competitor's support team.**

> We **prohibit** support members within our team **working** alongside bots that are competitors to **us**. This includes **Trident & Melonly**. This also applies to **Quality Assurance** as there is a risk you **may** share disclosed information towards **competitors**.

3. **Have an appropriate profile.**

> As a support team member, your role **is hoisted**. This means the community can see your profile **without** scrolling down meaning it is more **appealing**. Your profile **must** be kept **appropriate**. This means **no harmful or discriminatory** content situated within it.

4. **Let us know if you are going inactive.**

> Prior to **going** inactive, let us know. Submit a **Leave of Absence** via the **⁠`/loa request`** command **with** Astro Birb Bot and we'll approve it accordingly. You have lives and other activities and we completely respect and personally understand ourselves. There's no 'limit' on how many you submit but you **may** be asked to resign if you are continuously submitting them.

5. **Handling support threads.**

> **Each** support thread should be limited to **1 support member**. Multiple support members handling one ticket makes it very uncoordinated and difficult for the user to understand. This rule has been **broken** numerous times and you'll be **removed** for repeat offences. You are **only** allowed to intervene when the original ticket handler has permitted you to enter. **You should only be handling a support thread if you fully understand what the user is asking about, otherwise do not handle it.**

6. **Do not abuse your position or title.**

> Using your **position** to get out of moderations or simply as an **advantage** within **other** communities is **strictly** prohibited. You'll be **removed** for misrepresentation if this occurs.

7. **Use your common sense.**

> **Be** logical and **use** your common sense. If you think something **will** get you in trouble, **think** twice and **think** is it worth saying it or doing it. You can **still** be infracted for other reasons that are not explicitly stated within the support guidelines.

8. **Maintain a welcoming tone & attitude.**

> **Be** positive, inclusive and welcoming towards others. **Welcome** new members to the community, **guide** users to the appropriate areas within the server and just help those who **require** assistance. As a community we are **dedicated** to ensure users receive accurate and educated support, help us maintain this by helping others.

9. **Support promotions.**

> We cannot stress this enough; you **will not** be promoted because you've asked or hinted for a promotion. We nominate individuals for a promotion if **we** deem them fit enough for the above position. Promotions **aren't** held frequently, therefore asking for a promotion will **100% not** get you one.

10. **Do not close inactive tickets.**

> Whenever a ticket goes inactive, you **may** do a **`/closerequest`** with a delay of 24 or 48 (hours). **Before** doing this, make sure you properly answered **all** of the user's questions.
> <div> - If the user **requires** developer assistance, you may **NOT** close the ticket until a dev **fixes** the bug that's being reported.</div>
> <div> - The /closerequest reasons **should** either be ''**Resolved, thank you for choosing ERM**'' or ''**Inactive ticket, reply or this is getting closed**''.</div>

11. **Weekly quota**

> You **must** meet the weekly quota of **4 ticket(s)/week**. **Failure** to do so **may** result in **removal** from the support team.