VIPs & Wizards — Staff guide¶

"VIPs" are one-time white‑glove onboarding purchases for full stack configuration. "Wizards" are one-time, app‑specific setup purchases (Stremio addons, Immich, etc.). Both are delivered via a temporary private Discord channel with an ElfVenger.

Definitions¶

• VIP (White‑Glove Onboarding): a paid, one‑time, done‑for‑you onboarding of a tenant's ElfHosted stack. The buyer receives a temporary private Discord channel with an ElfVenger who maps requirements, configures services to spec, and closes the channel when done.

• Wizard (App‑specific): a paid, one‑time setup for a specific app or workflow (for example: Stremio Addons, Immich, Tubeling, Bookworm bundle). Delivery matches the VIP model (temporary private channel; ElfVenger does the config).

Delivery model & expectations¶

• One‑time purchase. Not a subscription or ongoing managed service.
• Typical turnaround: 1–2 business days after the buyer provides required access.
• After the session closes the configuration belongs to the buyer; standard hosting support remains available separately.
• How to claim: buyer purchases the SKU → opens a VIP ticket in #elf-help → pastes the order number → a temporary private channel is created for the session.

Guidance for Vengers (do / don't)¶

• DO verify the buyer's order number before starting work.
• DO request only the credentials/access needed for the session and instruct the tenant on secure sharing channels (temporary private Discord channel or secure ticket attachments).

• DO coordinate VIP/complex white‑glove requests with bsm or the on‑call lead.

• DO create and use ElfHosted internal templates for common, approved configurations. Label them clearly as ElfHosted templates and store them in the internal repo or knowledge base.

• DO NOT import or reuse templates created by external sources or other community members unless they have been reviewed and explicitly approved by ElfHosted staff. Third‑party templates can contain unsafe defaults, licensing issues, or unsupported configuration choices.

Suggesting VIPs & Wizards to tenants¶

• Proactively suggest VIP or Wizard sessions when a tenant's request is a good fit (new setups, large migrations, complex addon configurations, or when the tenant is uncertain how to proceed). These purchases are "sticky" — they improve retention and reduce churn by delivering a working, validated configuration.
• Prefer suggesting ElfHosted VIP/Wizard SKUs over pointing tenants at third‑party templates or external guides. If a tenant asks for a template found elsewhere, offer the ElfHosted Wizard option first and explain the advantages (trusted defaults, secure handling, and a staff‑led private session).

Referring tenants to other Discord servers¶

• Default: direct tenants to the relevant channel in the ElfHosted Discord for the app they're asking about (e.g., #stremio, #immich, etc.). This keeps support visible, auditable, and secure.
• Exceptions: refer a tenant outside the ElfHosted Discord only when:
• they explicitly request deep, community‑driven customization advice (for example, complex custom AIOStreams configurations) and are willing to accept third‑party advice, or
• the topic is specific to an external project's community and requires developer/maintainer input unavailable in our server.
• When making an external referral, document it in the ticket (which server, why, and that the tenant consented), and avoid sharing internal credentials or support workflows in external channels.

Examples / common SKUs¶

• VIP "White‑Glove" Onboarding — full stack onboarding (store page)
• Wizard (Stremio Addons): https://store.elfhosted.com/product/wizard-stremio-addons/ — Stremio addon configuration (store page)
• Wizard (Immich): https://store.elfhosted.com/product/wizard-immich/
• Wizard (Tubeling): https://store.elfhosted.com/product/wizard-tubeling/
• Wizard (Bookworm Bundle): https://store.elfhosted.com/product/wizard-bookworm-bundle/

Links

• VIP product: https://store.elfhosted.com/product/vip-white-glove-onboarding-experience/
• Wizard (Stremio Addons): https://store.elfhosted.com/product/wizard-stremio-addons/
• Wizard (Immich): https://store.elfhosted.com/product/wizard-immich/
• Wizard (Tubeling): https://store.elfhosted.com/product/wizard-tubeling/

• Wizard (Bookworm Bundle): https://store.elfhosted.com/product/wizard-bookworm-bundle/

• Booster packs (Stremio Addons): https://store.elfhosted.com/product-category/stremio-addons/booster-packs-stremio-addons/

Booster SKUs (exact SKUs, throughput & price)¶

Below are the common Booster SKUs currently offered on the store (provider, SKU, monthly price, and advertised added throughput). This table is intended for quick reference — always confirm the SKU & price on the store page before telling a tenant.

Full Booster category: https://store.elfhosted.com/product-category/stremio-addons/booster-packs-stremio-addons/

Note: some Boosters may be sold out or have regional availability. These numbers are the advertised added egress — treat them as guidance and confirm in the store or with bsm if the tenant needs exact guarantees.

If you want, I can add this to the nav or link it from other runbooks (media tiers, escalation) — tell me where to surface it.

Staff tools¶

• Ticket panel (search & list): https://panel.parent.gg/1/tickets — Vengers have access for ticket searching and bulk views. Use this for cross‑ticket searches or when you need a broader view of ticket activity.

Quality expectations¶

• VIPs and Wizards represent ElfHosted publicly — be thorough, test the configuration with the tenant where possible, and ensure the delivered setup is secure and maintainable. If a requested configuration introduces ongoing maintenance risk or security exposure, escalate to bsm before proceeding.