1.2 KiB
1.2 KiB
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
- Confirm event status and moderation mode.
- Verify queue counts and recent upload rate.
- 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.