35 lines
1.2 KiB
Markdown
35 lines
1.2 KiB
Markdown
# Live Ops Control (Ops Playbook)
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Use this playbook when supporting an event in real time. This is internal guidance for superadmins/on-call.
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## Scope
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- Moderation queues and Live Show queues.
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- High-volume events with potential backlog or device failures.
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- Incident response when content safety or performance is at risk.
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## Baseline checks
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1. Confirm event status and moderation mode.
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2. Verify queue counts and recent upload rate.
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3. Check if any trusted devices are bypassing review.
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## Triage workflow
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- **Queue backlog** (>25 items or >10 min):
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- Increase moderation staffing.
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- Tighten upload visibility rules.
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- Reduce Live Show effects or layout to lower throughput pressure.
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- **Offensive content reported**:
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- Hide the item, capture evidence, notify duty officer.
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- Confirm the report appears in the audit log.
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- **Live Show empty**:
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- Confirm correct show link and moderation mode.
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- Check whether items are waiting in the queue.
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## Escalation
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- Reliability on-call for queue or processing failures.
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- Legal duty officer for sensitive content handling.
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- Customer Success for comms to organizers.
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## After action
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- Capture timeline and actions in a bd issue.
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- Add follow-ups for any repeated failure modes.
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