Overview
Do not use Kirzen to harass, threaten, impersonate, spam, distribute malicious content or facilitate illegal activity. Moderation features should be used fairly and in accordance with your community rules.
Service expectations
These guidelines apply to the use of Kirzen features and are intended to complement Discord’s policies, not replace them. Serious or repeated abuse may result in access being restricted.
Discord's rules come first
Kirzen runs inside Discord, so everything here is also subject to Discord's Terms of Service and Community Guidelines. Where the two disagree, Discord's come first.
An account banned by Discord cannot be served here, because there is nothing left for us to act on. We do not review, appeal or reverse a Discord ban: that is between you and Discord.
What happens inside your own server is governed by your rules and by Discord's. We only act on what involves Kirzen itself.
What support is for
Support answers questions about Kirzen: the bot, the dashboard, your account and payments. It is not a channel for moderating your server for you, for settling arguments between members, or for asking us for data that is not yours.
You do not need an account to write to us. The email address you give is where the answer goes, and it is what proves the ticket is yours, so use an address you can open.
Opening a ticket
One ticket per problem. Two tickets about the same thing do not make it go faster: the second one is closed and the conversation stays in the first.
Write what you did, what you expected and what happened instead. A ticket with a single line takes longer to solve, because the first answer ends up being a question.
How we talk to each other
We answer every ticket, ordered by how long it has been waiting, with urgent ones first. You will be answered even if the answer is no.
Insults, threats, discrimination and harassment, against the team or against anyone else, close the ticket on the spot. There is no second reading of a message like that.
Do not open a ticket in someone else's name, with someone else's email, or claiming to be part of the Kirzen team. Do not send us other people's private data: if something needs proving, send only what proves it. A false report of abuse is itself abuse, and is treated as one.
What we never ask for
We never ask for your Discord password, your two-factor codes, your email password or your card details. Nobody from Kirzen will ever ask for them, in a ticket or anywhere else. If someone does, it is not us.
The link in your email is the key to your ticket. Anyone who has it can read the whole conversation, so do not post it in a server or send it to someone you do not trust.
Negative standing
An account can be marked as being in negative standing with Kirzen. It happens after repeated abuse of support, attempted fraud, a chargeback opened without ever talking to us, or use of the bot to harm other people.
An account in that state keeps the right to open a ticket about the mark itself, and loses the rest: premium features, the dashboard and any priority in the queue.
The mark is never automatic, and it is not permanent by default. It is reviewed when you ask for it to be, in a ticket.
What happens when a rule is broken
The first time, we say what was wrong and the ticket goes on normally. If it happens again, the ticket is closed without an answer. If it keeps happening, new tickets stop being accepted for a while.
For something serious, or for the same thing over and over, the account goes into negative standing and access to Kirzen is restricted. For anything illegal, access ends and, where the law requires it, we cooperate with the authorities.
If you disagree
Open a ticket, quote the reference of the decision you are contesting, and say why it is wrong. A person reads it. Writing the same thing again inside a closed ticket does not reopen a decision; a new ticket with an argument does.
These guidelines change
When they do, the new version applies from the day it is published, and not backwards. Nothing you did before a change is judged by a rule that did not exist yet.