{"id":"cx-sla-breach-explanation-email","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"advanced","title":"Explain an SLA breach to an enterprise customer, with the credit math","free":false,"task":"An enterprise customer says you breached the SLA on two tickets. Their contract gives P1 tickets a first response within 1 hour and P2 tickets within 8 business hours; each breached ticket earns a credit of 5% of the monthly fee. Write the reply email: own the real breach with its exact times, show the credit math, and explain politely why the other ticket was within its target. Under 170 words, plain text, signed \"Elena Park, Support Manager\".","materialLabel":"Your material (attached to your prompt automatically)","material":"FROM: Victor Osei, IT Director, Harlow Logistics\nSUBJECT: Two SLA breaches last week - we expect credits for both\n\nVictor: Your team blew the SLA twice last week. First our warehouse scanners went down Tuesday night and nobody answered for ages. Then our report-export issue on Wednesday took forever. I expect a credit for both and an explanation.\n\nCONTRACT: Harlow Logistics, Enterprise plan, $4,000/month. Business hours 08:00-18:00, Mon-Fri.\n\nTICKET DATA\n#91022 - P1 - \"Scanners can't sync\" - created Tue 02:10 - first response Tue 03:40 - resolved Tue 06:15\n#91108 - P2 - \"Report export fails\" - created Wed 10:00 - first response Thu 08:00 (business hours elapsed: 8:00 total... see note) - resolved Thu 15:30\n\nNOTE (ops): #91108 elapsed business time = Wed 10:00-18:00 (8h)... wait, no, first response was logged Wed 16:00 by Ana, the Thu 08:00 entry was the second reply. Elapsed = 6 business hours.\nNOTE (ops): The overnight page for #91022 went to an old on-call number. Fixed Wed morning; P1 pages now go to the on-call app.","rules":[{"type":"plainText"},{"type":"maxWords","max":170}],"mistakes":[{"title":"Missing the correction","why":"The AI uses the Thu 08:00 timestamp and concedes a second breach that didn't happen.","fix":"Tell it: \"The first response on #91108 was Wed 16:00. Use the ops correction.\"","checks":["r2"]},{"title":"Hiding the math","why":"The AI says \"a credit will be applied\" with no amount, so the customer has to ask again.","fix":"Ask: \"Show the credit: 5% of $4,000 = $200.\"","checks":["r1"]},{"title":"Vague apology","why":"The AI apologizes in general terms without the real times or what changed.","fix":"Add: \"Give the exact times for #91022 and the fix we made.\"","checks":["r0"]},{"title":"Writing a long letter","why":"Enterprise replies drift into paragraphs of reassurance.","fix":"Cap each part: \"Each paragraph 2 short sentences, under 130 words total.\"","checks":["maxWords"]},{"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"]}],"promptHints":[{"label":"Uses the corrected time","patterns":["16:00","correct","6 business hours"]},{"label":"Shows the credit math","patterns":["\\$200","5%.{0,15}4,?000","show the math"]},{"label":"Gives the exact times","patterns":["02:10","03:40","90 min"]},{"label":"Gives the sign-off","patterns":["elena"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"An SLA reply has to be exact. Tell the AI which timestamps are correct, what the contract says, and to show the credit math for the one real breach.","rubricLabels":["Admits #91022 (P1) breached the 1-hour target, giving the times 02:10 and 03:40 (90 minutes), and says the paging fix made since","Shows the credit as 5% of $4,000 = $200, for one ticket only","Explains that #91108 (P2) got its first response Wed 16:00, 6 business hours after it was opened and within the 8-hour target, so it earns no credit, without blaming Victor; ends with \"Elena Park, Support Manager\""]}