Better instructions for contacting account owners

config.toml

@@ -13,6 +13,9 @@ enableGitInfo = true
   [markup.tableOfContents]
     endLevel = 3
     startLevel = 2
+  [markup.goldmark]
+    [markup.goldmark.extensions]
+       linkify = false
 
 [params]
     domain_web = "https://www.srcf.net"

content/reference/common-requests.md

@@ -9,14 +9,56 @@ toc: true
 
 This is a list of all queries and issues we receive often. Please check we haven't already answered your question here before contacting the sysadmins.
 
+## Contact owners of a personal or group website or account
+
+The SRCF hosts user websites and mailing lists on its systems, and we
+provide domains of the form *{{< var >}}CRSid{{< /var >}}.user.srcf.net*
+or *{{< var >}}acronym{{< /var >}}.soc.srcf.net*, along with matching
+email addresses like *{{< var >}}CRSid{{< /var >}}@srcf.net* and
+*{{< var >}}acronym{{< /var >}}-{{< var >}}role{{< /var >}}@srcf.net*.
+
+**The SRCF itself is not immediately responsible for content under these
+domains.** In the first instance, you should direct queries to the
+owners of the relevant account.
+
+* For websites like *{{< var >}}spqr2{{< /var >}}.**user**.srcf.net*
+  or email addresses like *{{< var >}}spqr2{{< /var >}}@srcf.net*,
+  the responsible individual can be reached directly via
+  `{{< var >}}spqr2{{< /var >}}@srcf.net`.
+
+* For websites like *{{< var >}}sample{{< /var >}}.**soc**.srcf.net*
+  or email addresses like
+  *{{< var >}}sample{{< /var >}}-{{< var >}}role{{< /var >}}@srcf.net*,
+  the responsible group of people who manage the account (its "admins")
+  can be reached collectively via
+  `{{< var >}}sample{{< /var >}}[email protected]` for queries about
+  its website specifically, or
+  `{{< var >}}sample{{< /var >}}[email protected]` for anything else.
+
+{{< alert type="info" >}}
+Make sure to substitute the example owning account (**spqr2** or
+**sample** above) with the matching account name that you're looking to
+contact.
+{{< /alert >}}
+
+If your communication relates to infringing copyrighted material or
+other abuse, please also CC [the SRCF system
+administrators](https://www.srcf.net/contact).
+
+We also host websites on *custom domains*, which do not end in
+*.user.srcf.net* or *.soc.srcf.net*.  Please [contact the system
+administrators](https://www.srcf.net/contact) if you're getting in
+touch about a website hosted by us under a custom domain and are
+unsure how to reach the site's owners.
+
 ## Gain access to an existing group account
 
+[Read more about group admins and unmaintained
+accounts]({{< relref "group-accounts/administrators" >}})
+
 As a prospective admin seeking access to manage a group account, you
 should first contact its existing admins and request access from them.
-You'll need to know the short name of the account (e.g. `cuxs`, which
-may appear in the society's website URL *cuxs.soc.srcf.net* or email
-addresses *<[email protected]>* if hosted with us), with which you can
-email `[email protected]` to reach all current admins of the account.
+See the answer above for how to identify the short name of the account.
 If you don't know the short name, you can check [this list of group
 accounts](https://www.srcf.net/groups).
 
@@ -27,9 +69,7 @@ transfer ownership as needed.
 
 Group accounts are considered *unmaintained* if they have no active
 admins remaining. Accounts in this state will display an *Unmaintained
-group website* page if you visit their SRCF-hosted website. You'll need
-to contact the sysadmins in the first instance to recover such an
-account.
+group website* page if you visit their SRCF-hosted website.
 
 ## Grant group admin access to someone else
 

content/reference/group-accounts/administrators.md

@@ -9,14 +9,54 @@ Each group account has a list of *admins*: SRCF users who manage the
 account and its services. This includes access to the account in the
 control panel, permissions to edit files inside
 `/societies/<groupname>`, and receiving administrative email sent to
-`<groupname>[email protected]`. This list may also be used by an
-account's website to limit page access to current admins.
+`<groupname>[email protected]`.  It may also be used by an account's
+website to limit page access to current admins.
+
+This list is the canonical definition of who is responsible for a group
+account, and is independent of any committees or roles in a University
+club or society that a group account on the SRCF may happen to
+represent.
+
+## Handover
 
 We recommend that you keep your own handover documentation, covering
 what services and software a group account is using.
 
+It is the responsibility of SRCF group account admins to keep their list
+of admins up-to-date, meaning both the appointment of their successors,
+and the removal of predecessors that should no longer have access.
+
+SRCF system administrators will not process requests from users wishing
+to gain access to a group account, instead directing them to the
+account's current admins to make their request.
+
+## Unmaintained group accounts
+
+In order to maintain continuity of group accounts, we recommend keeping
+at least two admins at all times.
+
 When a group account admin leaves the University without taking steps to
-retain access to their SRCF account, they may be dropped from the list
-of admins. A group with no admins is considered *unmaintained*, at which
-point some services will be suspended. To maintain continuity of group
-accounts, we recommend keeping at least two admins at all times.
+retain access to their SRCF account (which includes emails to their
+membership address bouncing, or otherwise not responding to emails from
+the system administrators), they may be dropped from the list of
+admins, and their account suspended.[^1]
+
+A group with no admins is considered *unmaintained*, at which point some
+services (such as website hosting) will be suspended.  If the group
+account is configured with a role email address, it may be contacted as
+a last resort, to inform the recipients of the situation and for them to
+nominate a stand-in admin and reactivate the site.
+
+The SRCF has the responsibility as a data processor to prevent
+unauthorised access to personal data.  If we're unable to verify the
+handover of an unmaintained group account (for example, if a group
+account has no contactable admins and no role email to fall back to), we
+will not be able to provide access to its contents.  As a user seeking
+access to such an account, generally this means you will have to
+register a new group account and start from scratch.
+
+[^1]: If your account has been suspended for being uncontactable, you
+  can reactivate it from the [Control Panel](https://control.srcf.net).
+  Note that you won't automatically regain access to your group accounts
+  -- please [contact the sysadmins](https://www.srcf.net/contact) to
+  request these.

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