It is integral to the running of Mafioso Raids services that we do things with clear transparency and concise precision as there's always so much at stake. As such, we're very open about what our ToS entails and we encourage both workers and customers to get familiar with these terms. Our workers are highly valued and hold so much of our trust and mostly go about doing their work freely and undisturbed with little to no intervention on our part, and we will always have their backs. That being said, everything that goes on in the server is heavily monitored by staff, and we do not take lightly to persisting and continuous breaches in the ToS or any breaches that we consider irredeemable.
With regards to DMing customers about services, this entails everything server-related. The only messages we condone to be sent to a customer's DMs are either 1. account details that are being sent to you by the customer and should therefore be sent to you only, and 2. the pre-typed message we have ready for workers in case any customer messages you regarding services he is getting done/has purchased/would like to purchase in the future.
So, to clarify, if the customer asks for follow-ups, information on how the service is going, whether you're off/on, etc. this should all, inclusively, be addressed in the ticket and not in private. Having a message pre-typed for you in case a customer strikes up a conversation with regards to his ticket leaves you no excuse as to why you're still partaking in keeping your chats in DMs.
I'll now address the remainder of your concerns as for
1) 9. Private conversations "PM/DM" with customers about services in the server are not allowed.
= The screenshots already show you have.
2) 9a. You will not initiate a DM with a customer regarding services.
= This is why 9d. addresses what you're required to do, as per ToS, in case a customer was to initiate the conversation, and that is to send them the pre-typed message we have conveniently provided.
3) 9b. You will not ask customers for Tips or Payment
= We're aware, thank you for not breaching this section of our ToS as well.
4) 9c. If DMed from customer regarding services you will follow instruction from 9d.
= As to where you say it's not asking about services, he's literally asking about the ticket he has running in our service discord.. so it is about the service and should have been, again, redirected to the ticket as per section 9d. To add to this, the customer addressed you in the ticket first, and only when he found you not responsive did he resort to DMing you instead, since he was clearly worried about his account. However, this would've made it so much easier for you to then just reply in the ticket and not "have to" reply to him in DMs.
https://postimg.cc/PvH8Dxjx - Proof of customer tagging Eslam in ticket.
5)9d.(continued)If a customer dms you first, the standard unified response from any worker should ONLY be
"Please type any request/question in the ticket and I will gladly address your concerns there as dming is a breech of ToS.""
= You were given more than plenty of time to address the issues in the ticket, at this point, if we feel a customer account is at risk we cannot sit around and wait any further for your response as it was an urgent matter. Even though you were on the account, you weren't responding on discord, you were then tracked in-game and the account owner tried reaching you, to which your response was to hop worlds... now, regardless of what events took place, this was very concerning behaviour. The choice to have customer details changed and to remove you from the ticket was the right one. The responsibility then lies on you to discuss what happened with us, and not the customer, as the customer doesn't hold you accountable, he holds us accountable. Similarly, we hold you accountable for your actions, and should we have any concerns regarding your behaviour it is a discussion to be had with us and not the customer, and most certainly not in their DMs.
The events that transpired within the ticket leading up to having to ensure customer account safety and Eslam being removed from ticket:
https://postimg.cc/cgFBdwYW
https://postimg.cc/5X5vx8dr
https://postimg.cc/HV7rBX6N
https://postimg.cc/xqBCJq93
At the end of the day, we are beyond willing to always do our best to ensure fair treatment to every worker/teacher in our discord. We don't let people in easily and we don't let people go easily, and it ultimately does more damage than good to have to let hard-working members of our team go, but, as previously mentioned, there is no "pressing your luck" with rule-breaking as customer account safety will always be our number one priority.
