Help, reporting & appeals

Kettlewood is small and friendly. Most problems are sorted by asking.

Asking for help

Ask in chat. Other players and the staff are around. Staff show [Staff] in front of their name. Nobody else can: nicknames that look like staff, the server or another player are refused.
Discord is optional. Kettlewood has a Discord server, but you never need it to play: everything, help, reports, guilds, works in game.
Read this guide first: most answers are here, and the rules are short.

Reporting a player

Message a member of staff (/msg) with the player's name, what happened, when and where.
Griefing and theft can be traced block by block; don't take revenge, tell us.
Someone bothering you? /ignore <name> hides their messages straight away.

Lost something?

You keep your inventory when you die.
Things left in the Diggings disappear at the monthly reset and can't be restored; take them home in time.
Anything else lost to a bug or a griefer: tell the staff as soon as you can. Every block placed or broken is recorded, so a griefed build can be put back as it was.

How fast we answer

A first answer from a person within 72 hours, for any question, report or appeal. Usually much sooner, but Kettlewood is run by people with lives, not by a call centre.
A decision within 7 days when something has to be looked into (an appeal, a griefing report, a lost item).
Every request is written down, so nothing gets forgotten between two evenings.

Disagreeing with a decision (appeals)

A warning, a mute or a ban isn't the end of the conversation. If you think we got it wrong:

Ask us privately: /msg a member of staff in game, write to [email protected] with "Appeal" in the subject (works even if you're banned), or write to the staff on Discord. Arguing in public chat won't help.
Say what happened from your side: your in-game name, the decision, and why you think it's wrong.
We look at the records, not at who shouts loudest: the block log, the chat log and the staff log, where every sanction is written down with who gave it, when, and the reason whenever one is given. That log can only be added to; a line changed or removed afterwards is caught by a weekly check.
You get an answer with the reason: the decision is kept, shortened or lifted. If we were wrong, we say so.

Who reviews it: for now Kettlewood has a single member of staff (see the staff), so the founder reviews the decision again, records in hand. When a second person joins the staff, appeals will be read by someone who didn't take the decision.

Your data

You can ask to see your data or to have it deleted: write to [email protected] from the address you gave, or /msg a member of staff. We answer within one month. Accounts that haven't logged in for 12 months are deleted automatically. The details are in the privacy policy.