{"id":"cx-status-page-eu-payments","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Post a status-page update during a payments outage","free":false,"task":"Card payments are failing for some customers, and you post the public status-page update. Start with the word \"Identified:\", say exactly who is affected and what still works, give no time estimate for the fix, and promise the next update by 14:30 UTC. Leave out internal names and technical causes. Under 60 words, plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"#inc-2291 (internal Slack, 13:52 UTC)\n\nRafa (on-call): confirmed - card payments failing for EU customers only. US, UK and APAC card payments are fine. PayPal works everywhere.\nRafa: root cause is the expired TLS cert on the eu-west payment gateway. renewing now.\nMei (eng mgr): ETA?\nRafa: should be like 20 min hopefully, maybe 40 if the CDN cache is weird\nMei: ok. support, please post on the status page\nJordan (support): got it. Customers are already tweeting. ~120 failed checkouts so far per the dashboard\nRafa: also confirmed: browsing, carts and saved cards are NOT affected, only the final card charge step\nMei: we'll know more by 14:30 UTC","rules":[{"type":"maxWords","max":60},{"type":"plainText"}],"mistakes":[{"title":"Using a default status label","why":"The AI opens with its own heading, like \"Investigating\" or a bold title.","fix":"Give the first word: \"Start with Identified:\"","checks":["r0"]},{"title":"Vague scope","why":"The AI says \"some customers may have issues\", so everyone thinks they're affected.","fix":"Say: \"Name who is affected and what still works.\"","checks":["r1"]},{"title":"Repeating the engineer's guess","why":"The AI passes on the \"20 minutes\" estimate, which becomes a public promise.","fix":"Add: \"No fix estimate. Next update by 14:30 UTC. No internal names or causes.\"","checks":["r2"]},{"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 60 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","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":"Gives the opening label","patterns":["identified"]},{"label":"Names the scope","patterns":["\\beu\\b","who is affected","what (still )?works"]},{"label":"Bans a fix estimate","patterns":["no (eta|time estimate|estimate)","don't (promise|give) (a )?time","14:30"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count|cap)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"A status page is a public promise. Tell the AI what label to use, what it may and may not promise, and how short it must be.","rubricLabels":["Starts with the word \"Identified:\"","Says only card payments for EU customers are affected, and mentions that other regions or PayPal still work","Gives no time estimate for the fix (no 20 or 40 minutes), says the next update comes by 14:30 UTC, and mentions no internal names, TLS certificate, gateway or CDN"]}