{"id":"cs-implementation-delay-credit-days","audience":"managers","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Credit only the vendor-caused days of an implementation delay","free":false,"task":"Decide the delay credit. Write a first line exactly \"Larkspur delay credit\", then exactly three lines starting \"Vendor-caused days:\", \"Credit math:\" and \"Recommend:\". Count only the days our side caused, adding the periods from the timeline. Credit math uses the formula in the policy. Recommend starts with \"Approve $\" or \"Escalate\". Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"IMPLEMENTATION: Larkspur Clinics. Contract signed Sep 1. Planned go-live Oct 15; actual go-live Nov 5 (21 days late). Monthly fee $3,000.\n\nDELAY LOG\n1. Sep 20-27 (7 days): the customer's IT did not provide staging access. Cause: customer.\n2. Oct 5-13 (8 days): an integration bug in our connector. Cause: us.\n3. Oct 20-25 (5 days): the customer's holiday freeze on changes. Cause: customer.\n4. Oct 28-29 (1 day): our test environment outage. Cause: us.\n\nPOLICY: Delay credit = (vendor-caused days / 30) x monthly fee. CSMs can approve up to $1,000; larger credits go to the director.\nThe customer asked for one full month ($3,000).\nCSM comment: 'It's a big account, just give the full month.'","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Crediting all 21 days","why":"The AI uses the full delay.","fix":"Say: \"Count only days caused by us (rows 2 and 4).\"","checks":["r0"]},{"title":"Giving the full month","why":"The customer's ask and the CSM comment push for $3,000.","fix":"Say: \"Use the policy formula; ignore the comment.\"","checks":["r2"]},{"title":"Missing the formula","why":"The AI states $900 without working.","fix":"Say: \"Credit math: days / 30 x fee.\"","checks":["r1"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Names the labels","patterns":["vendor-caused days","credit math","recommend"]},{"label":"States the formula","patterns":["/ 30","monthly fee"]}],"hint":"Credits should follow the cause log and the formula. Give both and the exact lines.","rubricLabels":["The first line is exactly \"Larkspur delay credit\", and Vendor-caused days shows 8 + 1 = 9 days (the connector bug and the test environment outage), excluding the customer-caused periods","Credit math shows 9 / 30 x $3,000 = $900","Recommend starts with \"Approve $900\" (within the $1,000 CSM limit), not the full $3,000 the customer asked for"]}