How the DMZ Ragnarok staff team works: the chain of command, tickets, rule enforcement, evidence, the custom systems, approved commands and emergencies.
Version 1.0. Last updated 21 September 2026. This version number is part of the document. Staff are asked to confirm they have read a specific version, and that record means nothing if the wording can change underneath it. When this document changes in a way that matters, the version goes up and the team is told.
There are two documents, and they do different jobs. This one is how the work is done: who is in charge of what, how tickets are handled, how rules are enforced, what evidence you keep. The Staff Agreement is what you personally agree to when you accept a role: confidentiality, volunteer status, and what happens if you break it. Read this one first, then accept that one.
Everything here is written in plain English on purpose. If something is unclear, ask a head of staff before you act on it. Asking first has never once got anybody in trouble.
Use the search box to jump to a section, or open the whole document and read it start to finish.
0 matching sections
Nothing here matches that. Try a shorter word.
Staff exist so that players get a fair, safe and welcoming server. Everything below is downstream of that. If a procedure here ever gets in the way of that goal in a way nobody anticipated, do the right thing and then tell a head of staff what you did and why.
Two players who do the same thing should get the same answer, whoever picks up the ticket and whatever time of day it is. A player who cannot predict what staff will do stops trusting staff. That is why we have procedures at all: not to make the job rigid, but to make it the same job in everybody's hands.
If you genuinely do not know what the consistent answer is, ask instead of guessing. One delayed ticket is much cheaper than a precedent nobody wanted.
The team runs top to bottom like this:
Go up one step first as a default, because that is usually the fastest answer. It is not a rule you have to obey while the server burns.
Escalate directly to a Head Admin, the Server Manager or an Owner, skipping whoever is in between, when:
Nobody is offended by a justified escalation. Going around somebody to get a softer answer is a different thing, and that is not allowed.
Once you hold a staff rank, players stop reading you as a player. What you say in chat, in Discord and in other communities is read as the server's position, whether you meant it that way or not.
Leave a ticket open, with a note, when:
Do not close a ticket to tidy the queue. An open ticket with a note is information. A closed one that was never resolved is a player who thinks nobody listened.
Match the punishment to what actually happened. The ladders below are the normal path, not a sentence chart, and the notes at the end matter as much as the ladders do.
If the whole problem is what somebody is saying, a mute is the tool. Spam, insults, arguments that will not stop, bad language after a warning: mute it and let them keep playing. Do not reach for a ban because chat annoyed you.
Some things do not get a verbal warning. Go straight to a ban or a removal, gather your evidence and escalate, for:
Screenshots, video or log lines. Attach them to the ticket or the punishment record at the time, not later from memory.
This protects three people at once: the player, who can appeal against something real rather than somebody's recollection; the team, who can review a call without relitigating it; and you, when somebody claims you did something you did not.
If you cannot produce evidence for one of those, you do not do it yet. Escalate instead.
The server is not responsible for deals players make outside the official systems. Handshake trades, promises in chat, real money deals, cross server arrangements, "drop it and I will pay you after": if it did not go through an official system, we do not reverse it and we do not reimburse it.
Say that plainly and kindly. The player is usually upset and usually did nothing wrong except trust somebody. Point them at the official systems for next time.
What we do act on:
One accusation is not a case. Somebody who is annoyed and somebody who was robbed sound identical in a ticket.
Somebody who scams repeatedly, even outside the official systems, is a problem for the server whatever the individual deals were. Document it, escalate it, and let a head of staff decide. That decision is made once, by one person, on the whole file, and not by whoever happens to catch the fifth complaint.
The server runs a large custom mod suite: races, forms and transformations, sagas and quests, dungeons, raid bosses, rifts, tournaments, the economy, guilds, ranks, protection and regions, space and the planets, and the multi server network underneath all of it. The wiki explains what each one does.
A lot of these systems are connected in ways that are not obvious from the screen you are looking at. A change that looks local can reach the whole network.
Report it immediately, to a Head Admin or the Server Manager, even if you think you undid it.
Say exactly:
An accident reported in the first minute is usually a two minute fix. The same accident found three days later, in a backup, after players have built on top of it, is somebody's whole evening. Nobody has ever been punished here for reporting a mistake straight away. Hiding one is a different matter and is covered by the Staff Agreement.
These are the commands staff use, what each one is for, and who should be reaching for it.
They are for your duties only. Never for your own benefit, never for a friend, and never because it is more convenient than playing the game properly. That is section 5 of the Staff Agreement, and it is the most common way somebody loses the rank.
Three things before the list:
/warn, /history and /commandlookup read the shared network database. They work across shards and they work when the player is offline. If the database is unreachable they will tell you so rather than giving you a wrong answer.
/seen <player> shows when somebody was last online. Available to everyone, not just staff.
/playtime shows playtime, with /playtime top for the leaderboard. Also available to everyone.
/locate <player> (aliases /gps, /loc, /playerinfo) finds a player and shows their details.
/history <player> lists that player's punishment history, newest first. Takes an optional count and page. Read this before you punish anybody. It is the difference between a first offence and a fourth.
/commandlookup <player> shows the commands a player has run. For investigating cheating, exploits, or a staff member's actions.
/invsee <player> opens a player's inventory for inspection. Look, do not take.
/socialspy shows you players' private messages. Use it for an active investigation and nothing else. Reading somebody's messages out of curiosity is the player information rule in the Staff Agreement, and it is a removal.
/mute <player> mutes indefinitely.
/tempmute <player> mutes for a set time. This is the normal one.
/unmute <player> lifts it.
Mutes are the right tool when the whole problem is what somebody is saying. See section 5.
/warn <player> <reason> records a formal warning and shows it to the player. The reason is stored, so write it for the next staff member who opens the history, not for yourself.
/kick <player> <reason> removes somebody from the server right now. Vanilla command, recorded to our ledger so it appears in /history.
/tempban <player> bans for a set time. Expires by itself and syncs across the network.
/ban <player> and /ban-ip are the vanilla commands and are also recorded to our ledger. Permanent bans need the evidence in section 6 and, unless the case is one of the immediate ones in section 5, a head of staff.
/unban <player> (alias /pardon) lifts a ban. Appeals only, never as a favour.
/jail <player> puts somebody in the jail area, /unjail <player> releases them. Useful when you need somebody contained while you work out what happened, without banning them.
/setjail manages the jail points themselves, with /setjail delete and /setjail list. Admin work, not routine moderation.
/freeze <player> stops a player moving. For holding somebody in place during an investigation.
/tp teleports you to a player or a place, with safe landing.
/tppos teleports to coordinates.
/back returns you where you were. Use it after a call so you are not wandering the map.
/vanish makes you invisible, and /vanish <player> does it for somebody else. Use it to observe a report honestly. Do not use it to lurk on players for entertainment, and do not use it to dodge people who want to talk to you.
/fly and /speed for reaching and inspecting a scene. Not in normal survival play.
/staffchat (alias /sc) is the staff channel in game.
/adminchat (alias /achat) is the admin channel.
/broadcast <message> announces to the whole server, and /broadcast title <text> puts it on screen. Restarts, events and incidents only, and for an incident see section 10 before you use it.
/clockin and /clockout for staff shifts.
/staff covers the roster, the task board and the staff applications. Its subcommands include list, status, tasks, addtask, deltask, complete, drop, clockin, clockout, and for the people who handle applications review, accept, approve, deny, add and remove. Each branch checks its own permission, so use the ones your rank is meant to use and leave the rest.
Everything in this group changes a player's data. Every one of them needs a ticket and the evidence from section 6, every time, including when you are certain.
/money give, /money set and /money take adjust balances. /money on its own (aliases /balance, /bal, /zeni) just reads one.
/rank setgroup and /rank cleargroup grant and remove ranks. /rank list shows what exists. /rank reloadassets re-reads the rank badge images and is for an owner or the Server Manager.
/perm (aliases /sup, /p) is the permission and group editor, and /promote moves a player between groups. These decide who can do what on the whole server. Do not open them to explore.
/kit dispenses a kit, and vanilla /give hands over an item.
/gamemode (alias /gm), /heal, /god, /kill, /smite and /burn exist and are for handling a situation, not for playing with. Do not use /smite or /burn on a player as a joke, and do not sit in creative mode in a survival world.
/doas runs a command as another player. It is impersonation, it is logged, and it is for fixing something that cannot be fixed any other way. If you are not sure you should be using it, you should not be.
We checked, and there is not one. Reimbursements are done by an Admin with /give, /kit or /money give, against the evidence attached to the ticket. That is exactly why section 6 makes reimbursement evidence mandatory: there is no automatic record of what was handed over and why, beyond the ticket you write.
There is no in game ticket or report command in our suite. That workflow lives in Discord. If somebody tells you to run one, they are wrong or they are testing you.
The tournament, raid, rift and dungeon commands (the /rg family) run events and build content. They are covered by section 8: do not use them without being given that job. A moderator running an approved event will be shown the exact subcommands for it.
An emergency is anything affecting the whole server or a lot of players at once:
This is not about trust. A server wide problem usually has a cause that is not where it looks, and a well meant fix by one person can destroy the evidence of what went wrong, or make the damage permanent. Report it, then do what you are asked.
Confidentiality is covered in full by the Staff Agreement, which every staff member accepts by version. It is not restated here on purpose: one authoritative copy means there is never a question about which wording applies.
The short version, which does not replace reading it:
If you are not sure whether something is confidential, it is, until somebody senior tells you otherwise.
There are a limited number of staff positions, and each one carries real access and real trust. A position held by somebody who has gone quiet is a position a willing person cannot have, and a team that is bigger than the work is harder to run, harder to keep consistent and harder to trust.
So the staff team sets an activity expectation for each rank, and stands down people who are not meeting it. The current figure is set by the staff team and announced in the staff channels, so it can be adjusted without editing this document.
Be clear about what that is and is not. It is roster management: the team is kept at the size the work needs. It is not hours you owe us and it is not a debt. Staff here are volunteers, nobody is paid, and nobody is billed for a quiet month.
Tell a head of staff before you go quiet. Exams, a job, family, health, or just needing a break from the game: an absence you told us about is not inactivity, and we will hold your place where we can.
Nobody needs a reason or a doctor's note. "I am going to be away for a few weeks" is a complete message.