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Ticket Handling Guide

This document outlines the standard procedures for handling tickets in a professional, efficient, and fair manner. All staff members are expected to follow these guidelines to ensure consistency and quality support across the server.

1. Staff Conduct

  • Maintain a respectful and professional tone at all times
  • Carefully understand the player’s issue before responding
  • Ensure clear and proper communication (avoid slang or abbreviations)
  • Do not share ticket information outside the staff team
  • Avoid unnecessary escalation unless required
  • Direct players to use the ticket system instead of handling issues in chat

2. Ticket Workflow

  1. Greet the player politely
  2. Ask for complete details regarding the issue
  3. Request and verify proof if applicable
  4. Resolve the issue or escalate to appropriate staff
  5. Close the ticket with a clear conclusion

3. Ticket Naming Format

  • Ongoing: ongoing | username
  • Resolved: resolved | username
  • Escalated: staff-needed | username

4. Activity Guidelines

  • A ticket may be taken over if there is no staff response for 2 hours
  • Tickets may be closed if the player is inactive for 24 hours
  • Important or sensitive cases should remain open and be escalated

5. Ticket Categories

  • General Support: Handled by Helper. Answer basic questions and assist players.
  • Player Reports (Hack / Abuse / Scams): Handled by Jr. Moderator and above. Collect sufficient evidence before taking action.
  • Tier Testing / Lifesteal Issues: Handled by Staff. Review gameplay situations fairly. Ensure decisions are unbiased.
  • Bug Reports: Handled by Developer / Admin. Collect detailed information. Forward to the appropriate team.
  • Staff Reports: Handled by Admin only. Do not attempt to resolve or interfere.

6. Escalation Format

User: [Name]
Issue: [Brief Description]
Server/Mode: [Location]
Proof: [Link/Image]
Additional Notes: [Any extra info]

7. Important Policies

  • No action will be taken without valid proof
  • False or edited evidence must be reported to higher staff
  • Do not engage in arguments with players
  • Do not make promises regarding outcomes

8. Restrictions

  • Share internal or confidential information
  • Close tickets without a valid reason
  • Ignore or delay responses unnecessarily
  • Handle tickets beyond their level of understanding

9. Quick Reference

  • Lost items: Not restored
  • No evidence: No action taken
  • Unclear reports: Request more details
  • Duplicate tickets: May be closed or warned

10. Objective

The goal of the ticket system is to provide efficient, fair, and professional support while ensuring every player is treated with respect and clarity.

Punishment Guidelines

1. General Principles

  • Always require valid proof before punishing
  • Use discretion based on severity
  • Avoid bias or personal decisions
  • Escalate serious cases to higher staff

2. Chat Violations

Spam: Warning → 30m → 1h → 12h → 3d → Perm

Filter Bypass: Warning → 12h → 1d → 3d → Perm

Disrespect: 3h → 6h → 12h → 1d → 7d → Perm

Discrimination: 7d → 14d → Perm Mute

Advertising: 3d → 7d → Perm Mute

Staff Impersonation: 1h → 1d → 7d → Perm Mute

3. Gameplay (Lifesteal/Tier)

Hacks/Mods: 7d → 14d → 30d → Perm Ban

Exploiting: 3d → 10d → 30d → Perm Ban

Inappropriate Content: Removal required. Ban until fixed.

4. Severe Offences

Immediate Permanent Ban:

  • DDoS / Dox threats
  • Duping Items
  • Lag machines
  • IP grabbing / malicious links
  • Trolling / Fake Tickets: Severe → Permanent ban

5. Discord Violations

  • Spam: Warning up to 3 days
  • Harassment: 3h up to Permanent
  • NSFW Content: 3h up to Permanent
  • Threats: Immediate Permanent Ban
  • Mute Evasion: 7d up to Permanent

6. Staff Guidelines

  • Always log punishments
  • Use correct punishment category
  • Do not over-punish or under-punish
  • When unsure → escalate

7. Final Note

The purpose of this system is to maintain a fair, competitive, and respectful environment for all players. Staff are expected to enforce rules with consistency, clarity, and professionalism.

@KyroMC Staff Punishment Guide

Staff Handbook

1. Introduction

Welcome to the staff team. Your role is to ensure the server remains fair, organized, and enjoyable. This document is strictly confidential.

2. Core Responsibilities

  • Maintain a professional attitude
  • Support players in Discord and in-game
  • Follow server rules without bias
  • Contribute positively to the community

3. Staff Conduct

Prohibited: Abuse of permissions, sharing internal info, cheating, or impersonating others.

4. Communication

No spam or offensive language in staff channels. Redirect public arguments to tickets politely.

5. Hierarchy

Follow the chain of command. Higher ranks inherit lower-rank permissions. Log all punishments correctly.

7. Growth & Promotions

  • Stay active on Discord and the Server
  • Handle tickets efficiently
  • Show initiative and engage with the community

10. Confidentiality

STRICTLY PROHIBITED: Sharing this handbook or any internal information outside the staff team will result in immediate removal.