{"id":"cx-outage-resolved-apology-email","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Write a resolved-outage apology email with the duration","free":false,"task":"Write the follow-up email to customers after the outage. Line 1 is \"Subject:\" with a subject of 8 words or fewer. Then exactly 3 sentences in plain text. Include how long the outage lasted, worked out from the log, and a plain-words cause. Do not offer credits, because that is not decided. Do not name the vendor.","materialLabel":"Your material (attached to your prompt automatically)","material":"INCIDENT LOG, Nov 4\n1:58 PM  First failed checkout reported. Cause unknown.\n2:30 PM  Cause found: a vendor's address-lookup service stopped responding, and our checkout waited on it too long.\n3:15 PM  Workaround deployed: checkout skips address lookup if it is slow.\n4:12 PM  Checkout fully restored, errors back to normal.\n4:40 PM  Postmortem scheduled for Nov 7.\n\nPeople impacted: about 1,900 checkout attempts failed.\nVendor: MapLoom (their status page said 'degraded' at 1:50 PM).\nExec note: 'Credits maybe, wait for the postmortem. Don't promise anything.'","rules":[{"type":"plainText"},{"type":"maxSentences","max":4}],"mistakes":[{"title":"Naming the vendor","why":"The log names MapLoom and the AI blames them in the email.","fix":"Add: \"Do not name the vendor.\"","checks":["r2"]},{"title":"Wrong duration","why":"The AI uses the 2:30 PM or 3:15 PM time instead of the first failure to the full restore.","fix":"Say: \"Duration = first failed checkout to full restore. Show it.\"","checks":["r1"]},{"title":"Missing the shape","why":"The AI adds a greeting, a long body and a sign-off.","fix":"Say: \"Subject line, then exactly 3 sentences.\"","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":"Letting the sentences run on","why":"The AI writes as many sentences as it likes.","fix":"Name the cap: \"at most N sentences\".","checks":["maxSentences"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the sentences","patterns":["sentence"]},{"label":"Sets the subject limit","patterns":["subject"]},{"label":"Bans credits and the vendor name","patterns":["no credit","don.t (offer|mention)","do not (offer|name)"]}],"hint":"Customers want to know how long and why, in plain words. Say how to compute the duration and what to leave out.","rubricLabels":["Line 1 begins with \"Subject:\" and the subject is 8 words or fewer, then exactly 3 body sentences follow","States the outage lasted 2 hours 14 minutes (1:58 PM to 4:12 PM) and the cause in plain words (an outside address-lookup service slowed down)","Does not name MapLoom, and does not offer or hint at a credit or compensation"]}