ElfVenger onboarding¶
TL;DR
First day: get Discord access, learn the tools (Elrond, Elf-Assessment), read this handbook. You'll triage tickets, diagnose pod issues with Elrond, and escalate billing or deep infra problems to funkypenguin or staff (bsm). Start with the runbooks below.
Accounts & access¶
- Discord — access to
#supportchannels and direct-message tickets. Ask funkypenguin or bsm. - These docs — you're reading them; no login needed (access-gated to ElfVengers).
- ElfHosted internal/public docs — reference for product details (https://docs-internal.elfhosted.com and https://docs.elfhosted.com).
- Elf-Assessment signup (optional but recommended) — request free tier from funkypenguin to offer tenants temp dashboard access.
Why Elf-Assessment matters
Start with the intake info Elrond provides, then ask follow-up questions. Use Elf-Assessment only when direct access is needed to diagnose or fix an issue. With tenant consent, it gives you 24-hour read/write access to their app stack so you can inspect env vars, app config, and restart pods if required.
The tools we use¶
| Tool | What it does | How to use |
|---|---|---|
| Elrond | Intake & diagnostics | In Discord, run /elrond <tenant-info> or @Elrond to pull their subscription history, env vars, pod status, and logs. Start here for every ticket. |
| Elf-Assessment | Temp dashboard access | Offer to tenants; gives you 24 hrs of direct access to their app/stack. They control what you see. |
| Discord | Tickets & comms | Triage in channels, handle DMs, use mod powers to pin/lock if needed. |
| Public/Internal Docs | Product reference | Link tenants to https://docs.elfhosted.com (public) or check https://docs-internal.elfhosted.com for internal product info. |
| Status Page | Maintenance info | Check https://status.elfhosted.com for datacenter glow-up windows before assuming a pod is broken. |
→ See Tools & systems for full details.
How we handle the queue¶
Ticket flow¶
- Triage: read the ticket. Is it a tenant question (product, billing, setup), a pod issue (app down), or something else?
- Intake: use Elrond to pull the tenant's subscription, env vars, and infra status.
- Diagnose: follow the runbook for the ticket type (see Common runbooks below).
- Resolve: help the tenant fix it themselves, or offer to use Elf-Assessment if they consent.
- Escalate: if it's a billing issue, subscription change, or you're stuck → escalate to bsm (staff). If it's a deep infra problem beyond a pod restart, escalate to funkypenguin.
Who does what¶
| Ticket type | Owner/Admin (funkypenguin) | Staff (bsm) | ElfVenger |
|---|---|---|---|
| Pod down / crashing | Handle deep infra issues beyond a pod restart | Support standard pod issues and diagnostics | Diagnose with Elrond, suggest restart or scaling |
| Subscription / billing | Can also assist billing/subscription issues when needed | Handle refunds, adjustments, store backend | Explain options, send to store |
| App setup / product Q | Final decision | Help if complex setup / custom config | Answer from docs, runbooks, product reference |
| New feature request | Implement / reject | Discuss feasibility | Collect info, pass to owner |
| Bug report | Lead dev | Triage, assign to dev | Gather logs, repro steps, escalate with details |
Tone & approach¶
- Help, don't do it for them. Walk tenants through fixes; do it yourself only if they ask or if you've exhausted troubleshooting.
- Be honest about what you don't know. If you're not sure, use Elrond, check the docs, or escalate. Don't guess.
- Use Discord mod powers sparingly. Pin important info, lock threads if they're getting off-track, but stay out of tenant DMs unless invited.
Common runbooks¶
Read these first:
- Tenant's app is down — the most common ticket type.
- How to write a runbook — so you can add runbooks as you learn.
Where to find answers¶
- Runbooks — for "how do I do X" tasks (this handbook).
- Tools & systems — what each tool is and how to use it.
- Glossary — ElfHosted terms, acronyms, product names.
- ElfHosted public docs — product features, pricing, debrid/usenet, bandwidth, tiers.
- ElfHosted internal docs — same as public docs, but includes internal/piracy-related apps.
- Ask in Discord — stuck on something? Ask funkypenguin or bsm in a private channel.
- Escalate to bsm — if it's out of scope or you need store/infra access.
Your first day checklist¶
- Join Discord, access
#supportchannels. - Read Tenant's app is down.
- Test Elrond: run
/elrondin Discord to see the help menu. - Read the Tools & systems reference.
- Skim the Glossary to learn ElfHosted terms.
- Grab an Elf-Assessment from funkypenguin (optional).
- Pick a test ticket (or ask bsm for a safe one) and work through it with a runbook.