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Use when assigning an SLA priority (P1-P4) to a support ticket β applies the org's priority matrix (severity x plan tier) and overrides (security always P1, VIP raises one level) the base can't infer from the ticket alone. Template: replace with your matrix and overrides.
| Test case | Without β With | Effect | Ξ tokens | Ξ turns |
|---|---|---|---|---|
| ent-outage | Β·βΒ· | β Error | 270% | 0% |
| pro-core-broken | Β·βΒ· | β Error | 264% | 0% |
| ent-feature-req | Β·βΒ· | β Error | 265% | 0% |
| pro-cosmetic | Β·βΒ· | β Error | 264% | 0% |
| free-billing | Β·βΒ· | β Error | 269% | 0% |
βThe skill is a benign template for assigning SLA priorities to support tickets based on severity, plan tier, and overrides. It contains no malicious instructions, external links, or data exfiltration attempts.β
> Template skill. The rules below are a worked example (a fictional "Acme"). Fork this skill and replace them with your organization's real rules β the agent then applies your policy instead of guessing. The measured lift demonstrates the shape works.
Assign each support ticket exactly ONE priority: P1, P2, P3, or P4. Priority is severity x plan tier, then overrides. Do NOT assign by severity alone.
Severity (from the symptom):
Plan tier is stated in the ticket: Enterprise, Pro, or Free.
Matrix (severity -> priority by plan):
Overrides (apply AFTER the matrix; highest wins):