# Live Ops Control (Ops Playbook)

Use this playbook when supporting an event in real time. This is internal guidance for superadmins/on-call.

## Scope
- Moderation queues and Live Show queues.
- High-volume events with potential backlog or device failures.
- Incident response when content safety or performance is at risk.

## Baseline checks
1. Confirm event status and moderation mode.
2. Verify queue counts and recent upload rate.
3. Check if any trusted devices are bypassing review.

## Triage workflow
- **Queue backlog** (>25 items or >10 min):
  - Increase moderation staffing.
  - Tighten upload visibility rules.
  - Reduce Live Show effects or layout to lower throughput pressure.
- **Offensive content reported**:
  - Hide the item, capture evidence, notify duty officer.
  - Confirm the report appears in the audit log.
- **Live Show empty**:
  - Confirm correct show link and moderation mode.
  - Check whether items are waiting in the queue.

## Escalation
- Reliability on-call for queue or processing failures.
- Legal duty officer for sensitive content handling.
- Customer Success for comms to organizers.

## After action
- Capture timeline and actions in a bd issue.
- Add follow-ups for any repeated failure modes.