Operator playbooks
The day-to-day routines you will run for the rest of your career here.
What this block is about
You know the platform now. This block turns that knowledge into routine actions: onboarding a federation, onboarding a club, onboarding a chain venue, handling a typical support ticket, triggering an incident, supporting a license dispute, helping a Tournament Director on event day. Each playbook is a sequence of operator actions that should be muscle memory by the time you finish this block.
Treat the linked guides as scripts — the goal is to be able to run them without consulting the guide every time.
Reading list
Work through these in order. Click each card to open the page in a new tab — your progress is remembered between visits.
- 1
Federation onboarding guide
Walkthrough ~30 minFull sequence from contract signing to first transaction — the most important playbook in your role.
- 2
Club onboarding guide
Walkthrough ~25 minThe mass-market path — most operator time goes here. Memorize the steps.
- 3
Chain venue onboarding guide
Walkthrough ~25 minThe commercial path — F22-heavy, multi-location, different from federation onboarding.
- 4
Event organizer onboarding
Walkthrough ~20 minShort-lived tenants — how the EVENT tenant type provisions, runs, and auto-archives.
- 5
Support Workbench (F21.10)
Deep-dive ~25 minThe screen you live in. Master every keyboard shortcut and every workflow it surfaces.
- 6
Impersonation with consent (F21.02)
Deep-dive ~25 minHow to log in as another user with their permission. The most powerful — and most regulated — operator tool.
- 7
Incident Management (F21.09)
Deep-dive ~20 minWhen something is broken at platform scale: how to triage, escalate, communicate, and post-mortem.
- 8
Deep-dive: Transfers (F03.03)
Deep-dive ~25 minA common support ticket type — operator walks players and clubs through cross-club / cross-federation transfers.
- 9
Deep-dive: Live Scoring & Result Entry (F04.21)
Deep-dive ~25 minEvent-day support — what to do when a Tournament Director's scoreboard goes wrong.
- 10
Deep-dive: Theme & Branding Engine (F18.03)
Deep-dive ~20 minFederation site go-live often hinges on this — know how to walk a graphic designer through brand setup.
- 11
Demo flow
Walkthrough ~30 minThe 30-minute platform demo for prospects. Know it cold so you can answer interruptions naturally.
- 12
Feature request intake
Reference ~30 minHow to capture and route a stakeholder feature request so it actually reaches the backlog.
After this block you should be able to
Read these out loud. If any feel uncertain, revisit the relevant resource above before moving on.
- 1 Onboard a sandbox federation tenant from contract to first user login in under 30 minutes without checking the guide.
- 2 Take an impersonation request, get user consent, and resolve a member's billing question end-to-end.
- 3 Describe what you do in the first 15 minutes of a SEV2 incident and who you notify.
- 4 Talk a Club Treasurer through a failed Stripe payment without escalating.
- 5 Guide a Tournament Director through a draw redo on event day with players watching.
- 6 Run the prospect demo from memory in any of the four UI languages without slides.