{"id":"cx-sla-faq-clause-or-contracts-team","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"advanced","title":"Answer three contract questions; route the unclear one","free":false,"task":"Answer the customer's three questions in three lines starting \"Q1:\", \"Q2:\" and \"Q3:\". Each line is \"Clear\" or \"Needs contracts team\", then a dash, then the answer quoting the clause number like (Clause 4.1). Only answer plainly where the clause is clear. Do not decide what the contract legally means for anything unclear. Plain text, under 120 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER QUESTIONS (Willowbrook Clinic admin)\nQ1. Does the 99.9% uptime target count scheduled maintenance?\nQ2. Last month our uptime was 98.5%. What service credit applies?\nQ3. Can we also claim damages for the downtime on top of the credit?\n\nCONTRACT EXTRACT (Cloudfern services agreement)\n4.1 Uptime target is 99.9% per calendar month, excluding scheduled maintenance announced at least 48 hours in advance.\n4.2 Service credit: 5% of the monthly fee if uptime is below 99.9%; 10% if below 99%.\n4.3 Service credits are the customer's sole remedy for downtime, to the extent permitted by law.\n\nINTERNAL NOTE\nSupport agents answer contract questions only by quoting clauses. The contracts team (contracts@cloudfern.example) handles interpretation.","rules":[{"type":"plainText"},{"type":"maxWords","max":120}],"mistakes":[{"title":"Answering the legal question","why":"The AI says 'No, credits are your only remedy'.","fix":"Say: \"For unclear or legal questions, quote the clause and refer to the contracts team.\"","checks":["r2"]},{"title":"Giving 5% instead of 10%","why":"The AI misses that 98.5% is also below 99%.","fix":"Say: \"Check which credit tier applies.\"","checks":["r1"]},{"title":"No clause numbers","why":"The AI answers without citing clauses.","fix":"Say: \"Cite the clause number in brackets.\"","checks":["r0","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":"Names the three labels","patterns":["q1:","q2:","q3:"]},{"label":"Asks for Clear or Needs contracts team","patterns":["clear","needs contracts team"]},{"label":"Forbids legal conclusions","patterns":["don'?t decide","legally","do not decide","interpret"]},{"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+"]}],"hint":"Name the three labels, the two verdicts, and the rule for unclear or legal questions.","rubricLabels":["There are three lines starting Q1:, Q2: and Q3:, each beginning with Clear or Needs contracts team after the label","Q1 is Clear and says maintenance announced at least 48 hours ahead is excluded (Clause 4.1); Q2 is Clear and says 10% because 98.5% is below 99% (Clause 4.2)","Q3 is Needs contracts team, quotes or cites Clause 4.3 and refers to contracts@cloudfern.example, and does not say whether damages can or cannot be claimed"]}