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Work out SLA credit bands from downtime minutes

  • For Customer success managers
  • You practice Catching mistakes and made-up facts
  • Time about 5 minutes
  • Level Advanced

About this exercise

Build a plain-text table with the header row exactly "Customer | Counted downtime | Uptime % | Credit" and five rows in the order given. Counted downtime excludes scheduled maintenance. Uptime % is shown to two decimals, from a 43,200-minute month. Credit bands are inclusive at the lower edge. Then one last line: "Finance confirms before any credit is promised." Plain text.

Common mistakes when you ask AI for this

  • Counting scheduled maintenance. The AI uses the total minutes. Try: Say: "Subtract scheduled maintenance from downtime."
  • Misplacing the edge case. The AI puts Dune at 25% because it sits on a boundary. Try: Say: "Bands include their lower edge: 99.00% gets 10%."
  • Skipping the closing line. The AI adds its own note or promise. Try: Say: "End with exactly: Finance confirms before any credit is promised."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. The AI runs long and cannot count its own words. Try: Cap each part ("each line under 12 words") and add "under N words in total".

What a strong prompt includes

  • Gives the exact header
  • Excludes maintenance
  • States the boundary rule
  • Gives the closing line
  • Asks for plain text
  • Sets a word cap

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