24/7 chat coverage

When nobody is in the chat, scam links stay up and questions go unanswered. Your core team has a product to build. We cover the chat so they don’t have to.

• Answer questions, or point members to the right resources.
• Handle support tickets.
• Remove scams, spam and abuse.
• Mute or ban rule-breakers.
• Share the project updates your team has posted.
• Nominate active members for higher roles, where your server uses them.
• Review reported issues and pass them on to your team.
• Keep the chat friendly, stay calm and de-escalate.
• Give honest criticism a factual answer. Reply to bad-faith FUD.

Mods answer common questions in chat before they turn into tickets. We build the FAQ, guide and pinned channels, and set up auto-replies and a ticket bot. Mods solve most tickets themselves. Anything technical or out of scope goes to your dev team or leads.

Mods stay inside these lines in every community.

• Talk price, predict prices or give financial advice.
• Promise rewards, dates, listings or outcomes.
• Share unconfirmed info or guess numbers.
• Post anything that counts as an official statement.

Ross or your core team locks the server down, and we pass it to your project team. Mods can’t post announcements and keep only the permissions they need. Anything official goes through Ross or your core team, and Ross can post it for you.

We work in a shared Telegram group, in your Discord, or in your own Slack or Lark. Each mod posts “starting shift” and “ending shift” in the project’s mod group, so everyone can see who is on.

Every mod posts a daily report in the project’s mod group. Ross sends you a weekly report: highlights, lowlights, suggestions and feedback. All three plans get the weekly report.

We only take on mods with past moderation or community work we can review. For a new mod, we go back to those servers and look at how they spoke and behaved.

1. We vet and hand-pick every mod.
2. We review every mod’s logs regularly.
3. Every mod is ID-verified and signs an NDA.
4. We plant a fake scam link and time how fast each mod catches it.
5. Mods are trained on your rules, FAQs and voice before launch.

• Your rules, your FAQs and docs, and a feel for your voice, so we can train the mods before launch.
• A contact on your project team, for the tickets we pass on.
• On Starter, the 12 hours you want covered.

Mods get a role in your server with the permissions we agree in writing first. You can create it, or Ross sets it up for you.

Starter

The 12 hours you pick, 7 days a week.

Core 24/7

Every hour, every day.

Full Community Ops

Every hour, every day.

Our aim: a reply within 5 minutes while we’re on. Plans and prices are on the Pricing page.