Draft — pending legal review. This document is a template and should be reviewed by qualified legal counsel before use in production.

Support Staff Agreement

Last updated: April 11, 2026

This Support Staff Agreement (the "Agreement") governs the relationship between Foundry Online ("we", "us") and any individual ("you", "Staff Member") who has been granted the Support Staff role on our platform. It applies in addition to our Terms of Service and Privacy Policy, which you must also accept and continue to comply with.

By accepting the Support Staff role and beginning to work on customer tickets, you acknowledge that you have read, understood, and agreed to be bound by this Agreement.

1. The Role

1.1 What you do

As a Support Staff Member, you may:

  • View open and resolved support tickets in the Staff Dashboard at /staff
  • Claim, reply to, and resolve tickets submitted by customers
  • Communicate with customers through the in-app threaded messaging system
  • Mark tickets as resolved with a final resolution message

1.2 Scope and limitations

You may not:

  • Issue refunds, change plan tiers, suspend accounts, or take any administrative action — those are reserved for Admin users
  • Promise customers anything we cannot deliver (custom features, free upgrades, exceptions to policy)
  • Speak on behalf of Foundry Online publicly, on social media, or in any public forum, except through the Discord community channels we maintain
  • Access or modify any customer data outside of the Staff Dashboard interface
  • Use customer information (name, email, server contents) for any purpose other than resolving the ticket they submitted

1.3 Independent contractor relationship

You are an independent contractor, not an employee. This Agreement does not create an employer-employee relationship, partnership, joint venture, or agency relationship. You are responsible for your own taxes, work hours, and equipment. We do not withhold taxes, provide benefits (health insurance, retirement, paid leave), or carry workers' compensation insurance for you. We do not direct your day-to-day work — you choose which tickets to claim and when to work them.

2. Compensation

2.1 Profit-share pool

At our sole discretion and on a monthly cadence (typically at the close of each calendar month, UTC), we may allocate a portion of Foundry Online's net profits — currently 50% of profits after all costs — to a Support Pool for distribution among Support Staff Members. The exact pool amount for each period is determined and entered by an Admin at calculation time. We reserve the right to modify the percentage, cap the pool, or skip a period entirely if business conditions require it; we will give Staff Members at least 30 days' notice of any reduction to the pool percentage going forward.

2.2 Your share

Your share of the Support Pool for a given period is calculated as:

your_share = (your_resolved_tickets / total_resolved_tickets) × your_average_rating × pool

Where:

  • your_resolved_tickets — the number of tickets you marked as resolved during the period (you receive credit only for tickets you personally resolved by clicking "Mark Resolved")
  • total_resolved_tickets — the number of tickets resolved by all staff (and admins) during the period; admin closures are excluded from staff payout calculations
  • your_average_rating — the mean of customer ratings on your resolved tickets for the period, normalized to a 0.0–1.0 scale (see §2.3)
  • pool — the dollar amount allocated to the Support Pool for the period, as described in §2.1

Any portion of the pool not allocated to Staff Members (because of sub-perfect ratings or smaller workloads) stays with Foundry Online; it is not redistributed to other staff.

2.3 The rating system

When you mark a ticket as resolved, the customer receives an email with rating buttons and may select:

  • 😞 Upset — counts as 0% (zero contribution to your average)
  • ★ 1 star — 20%
  • ★★ 2 stars — 40%
  • ★★★ 3 stars — 60%
  • ★★★★ 4 stars — 80%
  • ★★★★★ 5 stars — 100%

If a customer does not rate a ticket within 7 days of resolution, the ticket is automatically closed at the default rating of 5 stars (100%). You will not be penalized for unresponsive customers. Ratings may not be appealed or modified after submission. You should not contact customers asking them to change their rating; doing so is grounds for immediate revocation of the Support Staff role.

2.4 Worked example

For illustration only:

  • Period: April 2026
  • Total tickets resolved by all staff: 100
  • Pool: $1,000.00
  • You resolved 30 tickets, with an average rating of 4.5 stars (90%)
  • Your share fraction: (30 / 100) × 0.9 = 0.27
  • Your payout: 0.27 × $1,000.00 = $270.00

2.5 Minimum payout threshold

We do not issue payouts below $100 USD for any single period. If your calculated share is below this threshold, no payout is issued for that period and the amount is forfeited. We do notroll forward unpaid balances. If you anticipate working a small number of tickets per month, you may not be eligible for any payout at all.

2.6 Payment method

Payouts are issued via PayPal Payouts to the email address you have set in your Staff Dashboard under "PayPal email for payouts." You are responsible for keeping this email current and verified with PayPal. If a payout fails because the destination email is invalid, unverified, blocked, or unclaimed, the funds will be returned to us and we will notify you to update the email; we will retry once the issue is resolved.

We are not responsible for PayPal fees on your end (currency conversion, withdrawal to bank, etc.). We pay the sender-side fee for the Payouts API call.

2.7 Payment schedule

Payouts are calculated and dispatched at our discretion, normally within 14 days of the close of each calendar month. We may delay a payout for any reasonable business reason, including (but not limited to) suspected fraud, chargebacks under investigation, or PayPal Payouts service outages. We will notify you if your payout is materially delayed.

2.8 Tax responsibility

You are solely responsible for any taxes owed on amounts we pay you. If you are a U.S. taxpayer and we pay you $600 or more in any calendar year, you must provide us with a completed IRS Form W-9 and we will issue you a Form 1099-NEC for that year. If you are not a U.S. taxpayer, you may be required to provide a Form W-8BEN or equivalent. We will not pay out aggregate annual amounts of $600 or more without the relevant tax form on file.

If you are subject to a non-U.S. tax authority, you are solely responsible for reporting income to that authority, complying with VAT/GST registration thresholds where applicable, and paying any taxes owed.

2.9 Refunds and clawbacks

If a customer is refunded for a charge associated with one of your resolved tickets, this does not affect your commission directly — the refund clawback rules in our payment processing apply only to the referrer of that customer (a separate program). Your support pay is based on volume and ratings, not on individual transaction value.

However, if customer ratings are revised due to admin intervention (for example, a clearly retaliatory 0-star rating from a customer whose ticket was correctly resolved is overridden by an Admin investigation), the recalculation may affect a future period's pool. We do not retroactively revise previously paid periods.

3. Customer Data Handling

3.1 What you can see

By accepting the Support Staff role you will have access to:

  • Customers' display names and email addresses
  • The full content of any support ticket they submit, including the original message and all subsequent replies
  • Ticket category, status, ratings, and timestamps
  • The fact that a customer is a paying subscriber (but not their billing details, payment methods, or invoice amounts)

You will not have access to:

  • Customer payment information
  • Customer Foundry VTT world data, files, or assets stored on our servers
  • Other staff members' compensation
  • Admin-only sections of the platform

3.2 Confidentiality

You agree to:

  • Treat all customer information you encounter as confidential
  • Use it solely for the purpose of resolving the ticket in front of you
  • Not copy, export, share, or store customer data outside of the Staff Dashboard
  • Not screenshot or quote customer messages in any public forum (Discord, Twitter, blogs, etc.) without explicit Admin permission and the customer's consent
  • Not contact customers outside of the in-app messaging system using the contact info you obtained through the Staff Dashboard
  • Report any suspected data breach, account compromise, or unauthorized access to an Admin within 24 hours

These confidentiality obligations survive termination of your Support Staff role and continue indefinitely.

3.3 GDPR + CCPA + privacy compliance

Customer data is subject to the privacy laws of the customer's jurisdiction, which may include the EU GDPR, UK GDPR, California CCPA/CPRA, and others. As a Staff Member with access to this data, you are acting as our subprocessor, and you must:

  • Only process the data for the documented purpose (resolving tickets)
  • Cooperate with any data subject access request, deletion request, or correction request that an Admin escalates to you
  • Notify an Admin immediately if you become aware of any data breach
  • Delete any local copies of customer data (including chat logs, screenshots, notes) when you stop being a Staff Member, except where retention is legally required

3.4 Discord channel

Our Discord support channel receives webhook notifications for new tickets and customer activity. You may be a member of this channel. Customer information posted to this channel by the webhook (name, email, ticket subject, message preview) is confidential under §3.2 — do not screenshot it, quote it, or share it outside the channel.

4. Code of Conduct

You agree, when interacting with customers, to:

  • Be courteous, professional, and patient
  • Use clear, jargon-free language appropriate to the customer's apparent technical level
  • Acknowledge mistakes or limitations honestly rather than deflecting
  • Escalate to an Admin when the issue is outside your authority (refunds, account suspensions, account deletion, paid feature requests)
  • Respect the customer's preferred name, pronouns, and language to the extent reasonable
  • Respond to claimed tickets within a reasonable time (we aim for under 24 hours; please release tickets you cannot work to allow other staff to claim them)

You agree NOT to:

  • Use abusive, discriminatory, or profane language
  • Argue with, mock, or belittle customers
  • Make personal contact attempts outside the ticket system
  • Solicit or accept tips, bribes, or gifts in exchange for support
  • Influence customers' ratings of your work in any way
  • Knowingly provide false or misleading information
  • Resolve tickets without genuinely addressing the customer's issue (rating-farming)

5. Termination of the Role

5.1 By you

You may resign from the Support Staff role at any time by notifying an Admin (via Discord, email, or by submitting a regular support ticket). Resignation takes effect immediately upon Admin acknowledgment. Any earnings accrued for the current period (that meet the $100 minimum) will be paid out at the next regular payout cycle. You remain bound by §3 (Confidentiality) after resignation.

5.2 By us

We may revoke your Support Staff role at any time, with or without cause, with or without notice, at our sole discretion. Causes for immediate revocation include (but are not limited to):

  • Violation of this Agreement, the Terms of Service, or the Privacy Policy
  • Mishandling of customer data
  • Breach of confidentiality
  • Code of conduct violations
  • Rating manipulation, including soliciting reviews, retaliating against negative ratings, or any attempt to influence ratings outside the normal customer feedback flow
  • Resolving tickets without actually addressing them ("rating-farming")
  • Failure to comply with tax-document requirements (§2.8)
  • Inactivity (no tickets resolved in 90 consecutive days)

On revocation, your access to the Staff Dashboard is terminated immediately. Any earnings accrued for the current period that have already been recorded as commission rows in our system will be paid out at the next regular cycle IF they exceed the $100 minimum AND the revocation was not for cause (a §5.2 cause-based revocation may forfeit unpaid earnings at our discretion).

5.3 Effect of termination

Termination of the Support Staff role does not terminate your customer account on Foundry Online (if any). You remain bound by the Terms of Service as a customer.

6. Liability and Indemnification

6.1 Our liability to you

Our total liability to you under this Agreement is limited to the amount of unpaid earnings owed to you at the time of any dispute, plus the most recent paid period's amount. We are not liable for indirect, incidental, special, consequential, or punitive damages of any kind, including lost income from anticipated future periods.

6.2 Your liability to us

You agree to indemnify and hold us harmless from any claims, damages, or expenses arising from:

  • Your breach of this Agreement
  • Your unauthorized disclosure or use of customer data
  • Your interactions with customers that violate the Code of Conduct (§4)
  • Tax authority penalties that should have been your responsibility under §2.8

6.3 No warranty of work availability

We make no guarantee that any minimum number of tickets will be available for you to work, that the Support Pool will reach any minimum size, or that you will earn any specific amount in any period. The volume of customer support work is inherently variable and depends on customer behavior, marketing efforts, and other factors outside either party's control.

7. Disputes

We will attempt to resolve any dispute about earnings, ratings, or this Agreement through good-faith conversation first. If we cannot reach an agreement, the dispute will be governed by the same governing-law clause as our Terms of Service §14.

8. Changes to This Agreement

We may modify this Agreement from time to time. Material changes (compensation formula, payout threshold, payment method) will be communicated to active Staff Members by email at least 30 days before they take effect. Continued participation in the Support Staff role after the effective date constitutes acceptance of the modified Agreement. Non-material changes (clarifications, typo fixes) may be made without notice.

If you do not agree to a material change, your only remedy is to resign from the role under §5.1 before the change takes effect.

9. Acceptance

By being granted the Support Staff role and beginning to work tickets in the Staff Dashboard, you affirm that:

  • You have read and understood this Agreement in its entirety
  • You are at least 18 years old (or the age of majority in your jurisdiction, whichever is greater)
  • You have the legal capacity to enter into this Agreement
  • You agree to comply with all of its terms
  • You understand that you are an independent contractor, not an employee, and that you are responsible for your own taxes

10. Contact

Questions about this Agreement, your earnings, or anything else in this document? Reach out via the Contact Support form selecting "Account" as the category, or message an Admin in our Discord community at discord.gg/ubEDpV9QdH.