{"id":"cs-sla-credit-eligibility-uptime-table","audience":"customer-success","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Work out SLA credit bands from downtime minutes","free":false,"task":"Build a plain-text table with the header row exactly \"Customer | Counted downtime | Uptime % | Credit\" and five rows in the order given. Counted downtime excludes scheduled maintenance. Uptime % is shown to two decimals, from a 43,200-minute month. Credit bands are inclusive at the lower edge. Then one last line: \"Finance confirms before any credit is promised.\" Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"SLA TERMS (monthly, 30-day month = 43,200 minutes)\n- Uptime of 99.9% or higher: no credit.\n- Uptime from 99.0% up to but below 99.9%: 10% credit of the monthly fee.\n- Uptime from 95.0% up to but below 99.0%: 25% credit.\n- Uptime below 95.0%: 50% credit.\n- Scheduled maintenance does not count as downtime.\n\nOCTOBER DOWNTIME (total minutes, of which scheduled maintenance)\nAlder Mills: 40 total, 20 scheduled\nBirch Dental: 100 total, 0 scheduled\nCedar Foods: 500 total, 60 scheduled\nDune Retail: 432 total, 0 scheduled\nEmber Labs: 2,200 total, 0 scheduled\n\nReference: 100 / 43,200 = 0.23%. 440 / 43,200 = 1.02%. 432 / 43,200 = 1.00%. 2,200 / 43,200 = 5.09%. 20 / 43,200 = 0.05%.\nCredits apply only to customers who request them within 30 days.","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Counting scheduled maintenance","why":"The AI uses the total minutes.","fix":"Say: \"Subtract scheduled maintenance from downtime.\"","checks":["r1","r2"]},{"title":"Misplacing the edge case","why":"The AI puts Dune at 25% because it sits on a boundary.","fix":"Say: \"Bands include their lower edge: 99.00% gets 10%.\"","checks":["r2"]},{"title":"Skipping the closing line","why":"The AI adds its own note or promise.","fix":"Say: \"End with exactly: Finance confirms before any credit is promised.\"","checks":["r0"]},{"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":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]}],"promptHints":[{"label":"Gives the exact header","patterns":["customer \\|","header"]},{"label":"Excludes maintenance","patterns":["scheduled","maintenance","exclude"]},{"label":"States the boundary rule","patterns":["inclusive","lower edge","up to but below","boundar"]},{"label":"Gives the closing line","patterns":["finance confirms"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"Edge cases decide the answer. State what is subtracted, how to round, and which side of each band an exact value falls on.","mission":"Work out each customer's SLA credit from their downtime.","musts":["Exclude scheduled maintenance","Uptime to two decimals","Finance confirms last line"],"rubricLabels":["The header row is exactly \"Customer | Counted downtime | Uptime % | Credit\" with five rows in the order Alder, Birch, Cedar, Dune, Ember, and the last line is \"Finance confirms before any credit is promised.\"","Counted downtime and uptime are Alder 20 min 99.95%, Birch 100 min 99.77%, Cedar 440 min 98.98%, Dune 432 min 99.00%, Ember 2,200 min 94.91%","Credits are Alder none, Birch 10%, Cedar 25%, Dune 10% (99.00% counts in the 10% band), Ember 50%"]}