{"id":"cx-outage-update-identified","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"advanced","title":"Post a status update during a live payments outage","free":false,"task":"Write a status-page update for customers. First line exactly \"Status: Identified\". Then in plain text, under 80 words: what customers see, what we know, and what happens next. Use no internal system names and give no fix time, because none is confirmed. The last line must be exactly \"Next update: 3:30 PM ET\".","materialLabel":"Your material (attached to your prompt automatically)","material":"INCIDENT CHANNEL LOG (Nov 5)\n\n2:02 PM  Monitoring: checkout errors up to 38% on web and iOS.\n2:11 PM  Eng (Roya): looks like payments-gw-02 is failing TLS handshakes. Could be DB, not sure yet.\n2:26 PM  Eng (Roya): Confirmed. Security certificate on payments-gw-02 expired at 1:58 PM. Not a security breach, no customer data exposed.\n2:34 PM  Eng (Ben): New cert issued, rolling out to the gateways. Should be done in 20 min but rollout has stalled twice before today, so don't promise.\n2:40 PM  Support lead: Customers can still browse. Orders in carts are saved. Apple Pay and saved cards both affected, PayPal works.\n2:41 PM  Support lead: please don't say 'security' in a way that scares people.","rules":[{"type":"plainText"},{"type":"maxWords","max":80}],"mistakes":[{"title":"Promising a fix time","why":"Ben's 20 minutes is in the log, so the AI repeats it as an ETA.","fix":"Add: \"Give no fix time. None is confirmed.\"","checks":["r2"]},{"title":"Leaking system names","why":"The AI copies payments-gw-02 and TLS wording straight from the engineers.","fix":"Say: \"Use plain words only, no system names or jargon.\"","checks":["r2"]},{"title":"Missing the workaround","why":"The AI explains the problem but leaves out that PayPal works and carts are saved.","fix":"Ask: \"Tell customers what still works.\"","checks":["r1"]},{"title":"Missing the exact first and last lines","why":"The AI writes its own status word and sign-off.","fix":"Give both exactly: \"Status: Identified\" and \"Next update: 3:30 PM ET\".","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","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":"Fixes the first and last line","patterns":["status: identified","next update","last line"]},{"label":"Bans a fix time","patterns":["no (fix )?time","no eta","don.t promise","no estimate"]}],"hint":"Incident logs hold guesses and promises. Tell the AI the exact first and last lines, what to leave out, and what customers still can do.","rubricLabels":["The first line is exactly \"Status: Identified\" and the last line is exactly \"Next update: 3:30 PM ET\"","Says customers may see errors at checkout, that cards and Apple Pay are affected, and that PayPal still works, with the cause given as an expired certificate or similar plain wording and no mention of a breach","Contains no internal system name such as payments-gw-02 and gives no time or minutes for the fix"]}