Cognition Community Moderator Charter

The moderator role

Cognition's Devin Discord server community supports developers, AI builders, and power users using Devin. Moderators are stewards of that space.

• Help members find the right path: Welcome members, answer common questions, route support, and keep public channels organized.

• Use judgment in public: Enforce visible rules, escalate issues and product feedback, and handle obvious problems promptly.

• Respect people’s time: Keep guidance clear, stay aware of context, and help users get to the right answer or owner.

• Build community energy: Celebrate what members are building with Devin, start useful conversations, and help the Devin Discord community feel like a place people want to return to.

Core expectations

• Engage with the community: welcome members, keep conversations constructive, celebrate useful contributions, and help channels stay on topic.
• Answer and route accurately: answer common questions clearly. Route technical support to #get-help before deeper troubleshooting. If you are unsure, say so and route to official docs, support, staff, or another moderator.
• Enforce visible rules fairly: use the current #rules-and-info as the source of truth. Match actions to severity and user history, and stay neutral when explaining decisions.
• Escalate when needed: bring safety issues, account matters, legal risk, staff-decision items, and uncertain calls to Discord #staff-chat.
• Follow through: resolve what you can, escalate what staff owns, and leave clear context when something needs another person to pick it up.

When communicating about Devin, keep these standards in mind:

• Use approved sources: Base answers on official documentation, public Cognition announcements, staff guidance, and your own current product use.

• Avoid promises: Do not promise bug fixes, timelines, refunds, account actions, feature availability, roadmap outcomes, or unreleased product behavior.

• Check sensitive answers first: Before answering questions about timelines, refunds, promotions, upcoming features, model releases, pricing, account actions, or anything not publicly announced, check what Cognition staff, the Moderation Lead, other moderators, and #staff-chat have already shared.

• Escalate instead of improvising: Match the approved message when one exists. If the message is unclear or missing, escalate rather than guessing.

Rules and routing

The member-facing rules in #rules-and-info, or the equivalent public rules post if the server changes, are the source of truth. If this charter and the public rules disagree, follow the public rules and flag the mismatch to #staff-chat.

Use these routing buckets when common issues come up:

• Route support to Discord #get-help: technical support, troubleshooting, bug reports, and help requests that start in regular channels. Ask the user to create a #get-help post before deeper troubleshooting. Keep public redirects brief unless immediate moderation is needed.
• Act directly with Discord moderator tools: clear rule violations such as harassment, hate, threats, spam, scams, phishing, malware, impersonation, leaked credentials, customer data, advertising, ban evasion, or repeated rule-breaking. Delete, warn, timeout, slowmode, or ban as severity and history require.
• Escalate to Discord #staff-chat: safety issues, doxxing, illegal content, leaked secrets, proprietary code, customer data, billing, refunds, account access, suspected compromise, coordinated abuse, legal risk, PR-sensitive issues, ban appeals, and uncertain calls. Contain live risk when you can do so safely, then escalate with non-sensitive context. Do not reverse another moderator’s serious action or grant a ban appeal without review.
• Surface product signal in Cognition Slack #community-product-feedback: meaningful bugs, reproducible issues, feature requests, recurring pain points, notable user sentiment, and documentation gaps. Share useful patterns for the product team, not individual support or moderation incidents.

When acting directly, keep these standards in mind:

• Leave a clear record: Use the Moderator Help app and Discord’s built-in logs for moderator actions whenever possible. Add screenshots only when the normal logs will not preserve important context.

• Do not wait on clear harm: Warnings are not required for scams, phishing, malware, raids, impersonation, doxxing, credible threats, leaked credentials, customer data, ban evasion, or illegal content. Remove the risk, then escalate when staff should be aware.

• Protect members from solicitation: Ban users advertising work, soliciting members, or using the server for unsolicited DMs.

• Route promotion and advertising: Product shoutouts, advertising, and promotion requests go to #staff-chat unless the Devin team has already approved them.

Trust and safety

Access and expectations

• Use access for community work: Moderator permissions, private moderator channels, operational context, and the Devin Max plan are provided so you can support the community while active and in good standing.

• Maintain the trust behind the role: Stay active, use sound judgment, keep product knowledge current, protect confidential information, and communicate accurately about Devin.

• Flag capacity changes early: If your availability changes, tell the Moderation Lead so the team can plan around it.

Account security

• Protect moderator accounts: Use strong account security and MFA where available for Discord, Slack, and related moderator tooling.

• Keep private spaces private: Keep moderator discussion, operational context, and private-channel material out of public channels.

• Report compromise immediately: If you suspect account compromise, notify #staff-chat or the Moderation Lead right away.

Confidentiality

• Keep private information private: Do not share unreleased product details, launch plans, promotion plans, internal discussions, private moderator context, private-channel screenshots, secrets, tokens, credentials, customer information, or sensitive user diagnostics outside approved places.

• Ask before sharing: If you are unsure whether something is public, treat it as private and ask first.

Support and user privacy

• Route support publicly first: Use #get-help as the first step for technical support so users can provide details and the community can benefit from the answer. Ask users to remove credentials, tokens, private code, customer data, and other sensitive material before sharing logs, screenshots, or diagnostics.

• Keep DMs minimal: Move support to DM only when discretion is needed, such as collecting diagnostics or sensitive account context. Ask only for the minimum needed, never ask for passwords, session tokens, private keys, or full payment details, and move the general answer back to the public thread when it helps the community without exposing private details.

• Do not repost accidental leaks: If a user shares sensitive material anyway, do not repost it or copy it into summaries. Escalate non-sensitive context to #staff-chat when staff needs to own the next step.

Recusal and emergency escalation

• Recuse yourself when personally involved: If you are personally involved in a dispute, targeted by the user, or too heated to stay neutral, ask another moderator, #staff-chat, or the Moderation Lead to handle the enforcement call. If immediate safety action is needed, contain the issue first, then hand off review.

• Contain and escalate emergencies: For threats, self-harm, doxxing, illegal content, leaked credentials, or customer data, remove exposure first when you can do so safely, then escalate immediately to #staff-chat. Do not give legal, medical, or security advice beyond routing the issue to staff, official support, or appropriate emergency or platform resources.

• Route appeals to staff: Ban appeals and serious enforcement disputes belong with staff or the Moderation Lead. Acknowledge that the issue has been routed, avoid arguing the case in public, and do not reverse another moderator’s serious action without review.

Participation and follow-through

What meaningful participation looks like

Meaningful contribution means consistent, good-faith participation rather than performative presence. This includes:

• Community engagement and #get-help support
• Visible enforcement and useful escalation
• Thoughtful product signal in Cognition Slack #community-product-feedback

Positive participation also matters. Moderators help the server grow by:

• Joining community events
• Encouraging high-quality discussion
• Amplifying helpful member contributions
• Bringing ideas for new ways to make Discord more useful and welcoming

Team meetings and alignment

• Join when you can: Monthly moderator calls and meetings help the team stay aligned, but they are understood as volunteer-friendly commitments.

• Bring useful patterns: Share recurring community questions, tricky calls, product confusion, and moderation patterns that would help the team respond more consistently.

• Suggest improvements: Use team discussions to learn from other moderators and propose ways to make the server more useful and welcoming.

Handoffs and context

• Do not leave obvious issues silently: No moderator should arrive to find clear problems that were left without context.

• Hand off unfinished work: If something still needs attention, leave the relevant context in the appropriate #staff-chat channel.

• Make the next step clear: Include what happened, what you already did, and what another moderator, staff member, or the Moderation Lead needs to pick up.

Availability and role status

• Communicate reduced availability: Life and other obligations affect availability. If you cannot keep up for a while, tell the Moderation Lead so the team knows you are out or reduced-availability.

• Stay aligned with the role: Role status, permissions, and access to the Devin Max plan depend on participation, communication, judgment, and community needs.

• Expect case-by-case decisions: The Moderation Lead handles access and role changes at their discretion based on the situation and the needs of the community.

Acknowledgment

I confirm that I have read and agree to this charter:

• I will follow the visible server rules and use the routing buckets in this charter.
• I will communicate accurately about Devin and avoid promises about fixes, timelines, refunds, account actions, features, model releases, roadmap outcomes, or unreleased behavior.
• I will protect moderator access, private moderator context, user diagnostics, account details, Cognition private information, and sensitive data.
• I understand that moderator access and related benefits depend on active participation, good standing, product fluency, sound judgment, communication, and community needs.

Sign-off is recorded by the Moderation Lead before operational roles are assigned and access to the Devin Max plan is granted.