Staff Conduct & Activity Policy

This policy sets the standard of conduct, activity, and professionalism expected of every SKY HOSTING staff member — from Trial Staff through Admin — while on duty or acting in any staff capacity.

It supplements, and does not replace, the Staff Policy governing role grants and approvals. Where the two documents overlap, the stricter standard applies.

Staff-only channels are working spaces, not social ones. Meme culture and low-effort behavior are prohibited while on duty, regardless of tenure or role.

Staff represent SKY HOSTING at all times while in staff spaces. Tone, language, and behavior should reflect a company customers and applicants can trust.

Activity is measured by meaningful contribution, not by presence or claim count.

• ✓A ticket counts only when staff provide a useful solution, troubleshooting step, or successful escalation.
• ✕Claiming a ticket without helping does not count toward the minimum.
• ✕Artificially inflating ticket counts is considered misconduct and is subject to the Staff Strike System (§14).
• ✓Staff should prioritize quality over speed while still meeting the daily minimum whenever ticket volume allows.
• ✓If fewer than five tickets are available during a shift, staff should assist with all available tickets instead — no penalty applies.
• ✓Weekly requirements do not replace daily expectations — both standards apply.

Staff members are expected to remain active every week. The figures below are minimum expectations, not targets — they exist to keep every position active and accountable, not to define success.

• ✓Quality is always more important than quantity.
• ✓Messages must be meaningful and related to staff work.
• ✕Spam, one-word replies, and unnecessary chatting do not count.
• ✓Ticket activity must involve actual assistance.
• ✓If ticket volume is low, staff are only expected to help with available tickets.
• ✕Repeated inactivity may result in a performance review.

• ✓Be respectful, patient, and unbiased with every customer and applicant.
• ✕Never argue with customers, regardless of how a conversation escalates.
• ✕Never misuse staff permissions, immunities, or bypasses granted under the Staff Policy.
• ✓Always follow internal procedures — improvisation around process is not permitted.

Moderation actions escalate by offense within each category. Some categories carry no escalation path and call for an immediate ban.

Staff must maintain confidentiality regarding customer information and internal staff discussions at all times. Information encountered in the course of duty is not to be shared outside its intended channel, discussed with unauthorized parties, or used for personal benefit.

Confidential information includes but is not limited to:

Ticket logs, investigation records, and recovery application data are retained for a period of 90 days from the date of closure or final action. Data may be retained longer if required for ongoing investigations or legal obligations.

Terms used throughout this policy carry the specific meanings defined below.

Staff members must remain impartial while performing their duties.

The following are prohibited:

• ✕Favoring friends or acquaintances.
• ✕Giving unfair advantages.
• ✕Leaking confidential information.
• ✕Accepting gifts, payments, or favors in exchange for staff actions.
• ✕Making decisions for personal benefit.

Violations are subject to disciplinary action under the Staff Strike System (§14), and severe violations may result in immediate removal.

Progression through the staff track is earned, not assigned. Every member follows the same path from entry to the highest attainable staff position.

• ✓All accepted applicants begin as Trial Staff.
• ✓Promotions are earned through activity, professionalism, support quality, and policy compliance.
• ✓Admin is the highest staff position.
• ✕Owner and Co-Owner are ownership roles and cannot be earned through promotion.

Admin is the highest role attainable through the staff track. No staff member progresses beyond it — Owner and Co-Owner are ownership positions held by the founding partners and are not part of the staff promotion path defined in this policy.

If a staff member loses access to their Discord account, or their account is compromised, lost, or otherwise inaccessible, the following recovery procedure applies. This is the only recognized path back to a staff role — access is never restored informally.

Strikes accumulate across a staff member's tenure and progress toward removal. Each stage is documented against the staff member's record.

Staff members who cannot remain active should notify management in advance whenever possible.

Examples include:

• ✓School or examinations.
• ✓Vacation.
• ✓Medical reasons.
• ✓Family emergencies.

Staff members wishing to leave the team should:

Staff members who are demoted or removed may submit one formal appeal.

By accepting any SKY HOSTING staff position, you acknowledge that you have read, understood, and agree to comply with this Staff Conduct & Activity Policy and all future revisions.

This document is the single governing Staff Conduct & Activity Policy for SKY HOSTING. It is revised in place — changes are logged here rather than issued as separate documents.

Future revisions will continue to be documented within this section to maintain a complete change history.

Staff must not discuss, joke about, promote, or ask others about illegal substances, drug use, or other illegal activity in any staff or company space, regardless of intent or tone.

Violations are treated as harassment/toxic behavior under §06, with a minimum first-offense written warning. This is considered a formal written warning and is logged as Strike Two under the Staff Strike System (§14).

SKY HOSTING will only use legitimately purchased or obtained infrastructure, including VPSs, servers, licenses, software, and credentials.

Support tickets must receive an initial staff response within 6 hours.

Staff must disclose any alternate Discord accounts they use, especially if those accounts interact with the server or community, including:

• ✓Customers
• ✓Support tickets
• ✓Purchases
• ✓Reviews
• ✓Vouches

If a staff member is found operating an undisclosed alt account within the community — including using it to pose as a customer, inflate reviews, or interact with their own tickets — all accounts and roles/privileges tied to that person are immediately suspended and terminated, and the staff member is permanently banned from the community.

Only Owner or Co-Owner may approve refunds or resolve payment disputes.

Any staff member granted access to the panel, VPS, bot, or other company infrastructure must have that access tied to their real staff account.

The following are prohibited:

• ✕Shared logins
• ✕Generic "admin" credentials used by multiple people
• ✕Shared staff credentials
• ✕Unattributed infrastructure access

Whenever a staff member leaves the company, whether through resignation or removal, a defined off-boarding process must be followed.

The checklist must be completed within 24 hours of departure and include:

Staff status is not transferable to other communities or platforms. Staff must not represent themselves as acting on behalf of SKY HOSTING in other Discord servers, on social media, or in DMs unless explicitly authorized to do so for a specific task.

The Appeals process (§17) covers a staff member appealing their own demotion or removal. This section covers a different case: a staff member with a concern about another staff member's conduct toward them.

Staff hold access to panel tools, ticket data, and in some cases infrastructure credentials. Basic account hygiene is mandatory, not optional.

Confidentiality (§07) covers what information is confidential. This section covers how customer data is specifically handled in practice.

SKY HOSTING's systems include an automated safeguard for extended Owner inactivity. Staff should understand what it does without needing the exact technical thresholds.

Weekly and daily activity minimums (§03, §04) are not the same as an expectation of constant availability.

Conflict of Interest (§09) already prohibits accepting gifts or favors for staff actions. This section makes the support/refund context explicit given the financial risk involved.