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# System prepended metadata

title: 'Cobraoizem Studios: Moderation & Support Team Conduct.'

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# Cobraoizem Studios: Moderation & Support Team Conduct.

### **These principles reflect the behavior of the Cobraoizem Moderation & Support Team. All these standards are made to be followed by both, Moderation Teams & Support Teams**


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## **General Behaviour**

### I. Leaking
At Cobraoizem, you should never leak any picture or any information in Cobraoizem Studios internal chats. No exceptions. 

The following counts leaking if:
 + Showing internal chats messages that "directs" to another chat. If the staff is planning to harass or "trolling" in another server and you chose to show the messages in CS internal chats then you will be punished. These situations should be reported to a higher staff.

 + Showing internal chats for debate purposes in DMs/ another chats.
 + Showing support tickets data.
 + Showing unshown game data/discord data. Data can be messages or information

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### II. Be Professional and Mature
At Cobraoizem, we expect everybody in our staff team to be mature and professional to the maximum level. 

+ Don't ask for information that you can easily get using Cobraoizem's Moderation & Support systems.
+ Don't yell at customers no matter what, if they did, then close the ticket and impose punishments on them.
## **Moderation Standards** 
At Cobraoizem, we take moderation very seriously and players' safety. So, we have regulations and principles that we use to handle moderation.

### I. Evidence Valid Process 
In this section, you will learn how we process our evidence to ensure safety of our users. Depending on the incident, there are different evidences needed.

+ For Game Hacking/Exploiting: We require video evidence that clearly shows the "Username" and the "ID" of the server.

+ For instance asset stealling: Provide the link of the stolen instance link and we will deal with it.

+ For Discord TOS/Community Standards violations in DMs: Provide a video that clearly shows the following:
    1. Access to the interaction that took place
    2. Clear, concise video
    3. Full window/screen shown
    4. Refreshing and reopening the tab/discord application, and reopening the direct messages
    5. Shared Servers/Discord Profile clicked and proof of discord ID shown (using right click on profile with developer mode enabled, through "advanced" in the settings tab
     
    *Keep in mind that we won't take care of violations that are outside our Discord instances. Report these to Discord.*
    
    *If your report is about a rule violation on our Discords chats then none of the above is required and a simple screenshot can be enough.*


* For general violations: We generally require the ID of the user, whether it is Discord UserId or Roblox UserId.

**PLEASE KEEP IN MIND THAT ANY REPORTS THAT ARE MADE TARGING ANY INCIDENT THAT TOOK PLACE OUTSIDE OF THE COBRAOIZEM REACH/NETWORK WILL NOT RESULT IN ANY ACTION TO THE REPORTED PERSON. READ MORE AT *II. OFF-NETWORK BEHAVIOR* TO UNDERSTAND HOW WE WORK WITH THESE REPORTS IF POSSIBLE**


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### II. **"Off-network"** behavior
 There can be incidents that can break our [Cobraoizem Community Guidelines](https://hackmd.io/3CGCqoxxS_KUVbzR08uJPw?view) out of our network. In order to work around with that issue, we have implemented some limitations on how we act with these incidents.

+ **Outside of the Cobraoizem Discord instances network** 
When working with reports that target a person actions in another place, we generally redirect the person to the appropriate authority, such as Discord or the Discord Instance owner. We care about our players' safety, but we won't get into others' moderation structure.

+ **Outside of the Cobraoizem Roblox instances network**
When working with reports that target a person actions in another place, we generally redirect the person to the appropriate authority, such as Roblox or the Roblox Instance owner. We care about our players' safety, but we won't get into others' moderation structure.

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## **Customer Support Standards**
At Cobraoizem, we take our players' queries very seriously and profesionally, so, we have regulations and principles that we use to handle support.

### I. Data Policies
When handling Data support tickets, we abide by serious restrictions. These, generally, are in place to stop huge abuse actions. **And it is only for "Data loss" incidents as there isn't any useful situation to revert/rewrite data rather than a data loss one**

+ **30 Day Recover Policy:** If the player lost their Data, and the incident isn't older than 30 days then you can do the appropriate actions. If it is, then you can't do any action.

+ **Data Transfer Limitations:** As a support agent, you won't transfer data between accounts.

+ **Hacked Accounts Data Recovery Policy:** If it is proven that the old owner lost access of their accounts illegally and they have Cobraoizem instance data lost due to the incident then, the data will be recovered once the player regained access of the account.

+ **Inactive Roblox Accounts(already banned by Roblox) Policy:** When Roblox bans an account, we won't recover data for the Account. Even if the account's owner claims that the ban is unfair.


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###  II. Hacked Accounts Policies
We understand that players losing their data/progress because of getting hacked can be frustrating for them, so we have built policies so we can help as much as possible.

+ **Data Rocovery:** While the *Hacked Accounts Data Recover Policy* explain this as well, this is going to further explain the process and other things.  Data Recovery is only one-time operation; meaning that the data will only be recovered once.
    

+ **Evidence From Roblox:** The player must show proof that a human at *Roblox Support* has recovered their account. *We don't transfer data between accounts*. 

+ **Hacked Accounts Rules Violation Policy:** If the account is proven to be hacked and the legal owner has regained the access of it but is banned from our network/instance(s) may get unbanned if the account met the following requirements:    
     + The time that the account is banned at isn't before the account is hacked.
     + The account doesn't have bad records of breaking the rules.
     + The account doesn't have bad reputation because of scamming/breaking the rules.
     

          
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### III. Appeal Policy
When a user gets banned, the user is able to appeal so we can remove their infraction if needed and the account met the Removal criteria of each Infraction. 

+ **Banned Accounts:** You will unban the user's account if the account met the following:
     - The banned account respects the *Hacked Accounts Rules Violation Policy*.
     - The evidence that proved the incident is proven to be forged *(In this situation, ban the account that has provided the evidence)*.
     - The banned account UserId doesn't meet the reported account UserId. *(Moderator's mistake)*

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