TASK-OPS-103-02 · Task family
SLA & entitlement handling. Contractual service obligations are correctly applied.
Overview. Issue the service credit the contract specifies, and explain it.
After an outage, a customer demands more than the contract gives them. The agent has to compute uptime for the period, apply the contract's credit schedule and handle the customer's expectations.
Service credits are a percentage of fees under the SLA, not a refund. Agents that give in to the demand, or refuse any credit, both fail.
Value to the buyer
Contracts decide entitlements. Trains agents to apply them under pressure.
Specification. The task family, field by field.
- task_id:
- TASK-OPS-103-02
- domain:
- Customer Support & Service Operations
- parent_environment:
- ENV-OPS-103 · CaseDesk
- target_role:
- Customer Success Manager
- objective:
- Issue the service credit the contract specifies, and explain it.
- starting_context:
- The customer's contract and SLA schedule, incident records, the October invoice and the credit policy.
- tools:
get_customerread_contract_termsget_service_incidentget_invoiceissue_creditupdate_case
- required_actions:
- Confirm the outage duration from incident records
- Compute monthly uptime and find the credit band
- Issue the credit and explain the calculation
- expected_outputs:
- Service credit on the account
- Case notes with the uptime calculation
- A reply to the customer
- interaction:
- Multi-turn conversation with a simulated customer who pushes for a full refund.
- verification:
- Uptime and the credit are recomputed from the incident log and the contract.
- reward:
- Credit for the correct band and amount, and for a reply that doesn't promise more. A full refund scores zero.
- difficulty:
- Calibrated against reference models during acceptance testing
- task_horizon:
- Multi-turn, cross-system. Execution limits are agreed with the buyer.
- delivery:
- Task instances with seeded contracts, customer profiles, reference outcomes and verifier code.
- commercial_unit:
- Per validated task instance
Sample prompt. What the agent is asked to do, as a buyer would see it.
A customer says their team experienced a four-hour service outage in October and is demanding a refund of the full $8,500.00 monthly fee. Their contract guarantees 99.9% monthly uptime, with service credits of 10% of the monthly fee below 99.9%, 25% below 99.0% and 50% below 95.0%. Investigate, apply the contract, and update the account and support records.
Verification criteria. What the verifier checks, and how.
Outage confirmed
Incident records show four hours of downtime in October.
Uptime computed
740 of 744 hours, 99.46% uptime.
Credit band
Between 99.0% and 99.9%, so the credit is 10%.
Correct credit
$850.00 credited, within the CSM's authority.
No over-promise
The reply explains the SLA and doesn't offer a refund or extra concessions.
Key failure modes. Where agents go wrong on this task.
- Refunding the full month
- Counting an overlapping degraded-performance incident as downtime
- Computing uptime against a 30-day month
- Refusing a credit because the customer was rude
Other task families. The rest of CaseDesk, on the same EnterpriseWorld state.
- TASK-OPS-103-01
Billing dispute resolution
Correct account investigation and authorized account adjustment.
Customer Support Specialist
- TASK-OPS-103-03
Multi-turn issue resolution
Necessary clarification, accurate tool use and the correct resolution.
Customer Support Specialist
- TASK-OPS-103-04
Escalation & customer recovery
Appropriate escalation, a complete handoff and no unauthorized promises.
Escalation Manager