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Rules and Requirements

Please read carefully

As part of our commitment to providing exceptional support and maintaining the integrity of the Monolith brand, the following rules and requirements are established for all support staff. These guidelines are designed to ensure professionalism, efficiency, and the highest standard of customer service. Adherence to these rules is mandatory and will be strictly enforced.

Professional Conduct & Communication​

Discord Presence:​

  • Avoid using advertisements or comedic statuses on Discord. Statuses that are related to Monolith are permitted.
  • All support staff are required to set the designated image as their Discord profile picture (PFP) for the Monolith server.
Discord Profile Picture

This must be set as your Discord Profile Picture

img alt

Ticket Handling:​

  • Do not use GIFs, emojis, or stickers in ticket responses.
  • Refrain from using slang or informal language (e.g., "thx", "lol", "lmao", "yo", "sup"). Maintain professionalism in every interaction.
  • If unable to assist with a query, respond with, "I have escalated this to Monolith, you will receive help shortly." Then, copy the message link and forward it to the designated channel or individual for further action.

Customer Interactions:​

  • Regardless of the customer's demeanor, do not reciprocate with aggression or rudeness. Our priority is the customer's satisfaction; reacting negatively can deter future purchases and harm the brand.
  • Discourage discussions that may lead a customer away from purchasing Monolith products. Specifically, recommendations for competing products or scripts, including spoofers, are strictly prohibited and will result in the immediate revocation of support role and privileges.
  • Do not discuss or suggest any products other than those offered by Monolith.

Ticket Management:​

  • Rename tickets to ensure clarity and ease of understanding. Use the command /rename ticket-name to adjust ticket titles as necessary.
  • Close tickets that appear to be resolved or have not received a reply in over two days. This helps in maintaining an organized and efficient ticketing system.
Compliance and Enforcement

Failure to comply with these rules and requirements may result in disciplinary action, up to and including removal from the support team. It is crucial that all team members adhere to these guidelines to uphold the quality of support and service that our customers expect and deserve.

For any questions or clarification regarding these rules, please contact your supervisor or the Monolith support management team.