SL Abuse Report System and Appeal Process: proposed changes

#1
Enhance the information included in the notification-email send by LL after acting on an abuse report-accusation.
Making this included information as specific as possible should help the accused party to file an informed appeal. Even though ToS article 2.6 contains the “for any reason or no reason”-clause, in light of not wanting to antagonize the possible falsely accused user/customer it seems reasonable to also state/include:
a. the violation; not just which of the ToS articles and/or Community Standards got violated (like how is the case now), but an explanation of what specific action(s)/behaviour constituted the abuse and why/how these are considered a violation of the ToS and/or Community Standards;
b. a report on the evidence used by LL which brought them to act: snapshots, chatlogs etc;
c. the time(s) of the violation, not just the day;
d. the co-ordinates of where the violation occurred, not just the region/sim (when relevant, for example when an object constitutes an abuse);
e. a unique key/tracking number attached to the 'case';
f. clear and simple information on how to appeal and a direct link to where to appeal; not just a link to the general support website (more on this in #3).
 
#2
When LL has no conclusive evidence to decide on an accusation made through an abuse report they should refrain from acting on the accused account. This includes giving out warnings (which also weigh in on future decisions).
When LL will include in the notification-email the evidence used to come to a decision as well as state what exactly constituted the abuse (see #1) there should already be less unjustified warnings, suspensions and bannings (we all know that the Abuse Report system is easily abused for settling personal scores and such) and consequently less frustration with the seemingly arbitrary nature of governance/control of SL.
 
#3
Create a Ticket Type with the Support portal that directly and clearly pertains to appealing.
A clear and comprehensive appeal-process should be in place, which is currently not really the case. When disregarding for a moment the stated possibility to contact LL by phone for appealing, we are directed to thegeneral support page on the SL website and asked to file a ticket through the “new ticket submission”-option. At this point you need to choose a “Ticket Type” and here we find another frustration of the appeal-process: there is no “Ticket Type”-option that clearly points to appealing an action taken by LL on your account as consequence of an Abuse Report on your account.
It seems common sense to have a Ticket Type that directly pertains to appealing; something like “Appeal Warning or Suspension of Your Second Life Account” in addition to the types already stated. One of these other options is even the very specific “I have a question about removed listings or content in the Xstreet SL Marketplace” and is one of the two options that pertain directly to Xstreet. We can only speculate on the reason why LL did not include a Ticket Type for appealing, but it would not be a unnecessary luxury regarding the heavily (ab)used Abuse Report-system.
(Granted, there is a link included in the notification-email that directs you to the knowledge base page explaining which type to choose when appealing, but in this way it really seems unnecessary difficult (the explained Ticket Type to choose is telling of the way LL looks towards control/governance of the platform though; you have to choose the option “Technical Issue” (when premium member).)
 
#4
Create a dedicated space with the Account page (after login) at the SL website where actions taken by LL on that account are listed (with the information as stated in #1) and create with each of the listings a clear link to appeal and possibility to track appeals (support tickets filed under a specific Ticket Type for appeal (see #3) listed here).
LL keeps a record of actions taken on your SL account and the past actions weigh in on future decisions. A comprehensive overview of governance/control related actions and a clear direct way to appeal would help cull abuse of the Abuse Report system.
At the moment, appeals (as support tickets) are listed in your Support History, but we don't have a clear overview of actions to appeal (nor is the appeal process easy and clear, see #3). Governance actions are lumped in with technical issues and the governance/control gets scattered and diluted in the technical sphere (as we also know from the jira). Governance actions and technical issues, while overlapping at times, should be seperated in order to have a reasonable, workable 'justice'-system. Technical issues do not cover behaviour and interaction of people.
 
#5
At all times, even after being permabanned/hardwarebanned, there should be a possibility to go to the website to file an electronic appeal.