Support process

Generic B2B support on DataPool support_cases: intake, severity, SLA, escalation, resolve / reopen.

Document information

Field	Value
Canonical URL	`/docs/07_ai-agents-and-mcp/model_skills/40_customer-support/support-process`
Version (published date)	`2026-08-26`
Tags	`ai`, `skills`, `support`, `datapool`, `playbooks`

Kind

Sequential procedure.

Depends on

tenant-data-model.

Prerequisites

id	question	search	if_missing_or_ambiguous	default_to_propose	binds_to
`support_cases_schema`	DataPool support cases schema	`tenant-data-model`	Import first	`support_cases`	Tenant `SKILL.md`
`sla_hours_sev1`	Target hours to first response for sev1	Ask support owner	`request_human_input`	`4`	Tenant `SKILL.md`
`sla_hours_sev2`	Target hours for sev2	Ask	Same	`8`	Tenant `SKILL.md`
`sla_hours_sev3`	Target hours for sev3	Ask	Same	`24`	Tenant `SKILL.md`
`sla_hours_sev4`	Target hours for sev4	Ask	Same	`72`	Tenant `SKILL.md`

Import contract

Field	Value
`suggested_skill_id`	`support-process`
`version`	`1.0.0`
`capabilities.tools`	`describe_datapool_table`, `query_datapool`, `insert_datapool_rows`, `update_datapool_rows`, `get-current-datetime`, `request_human_input`
Paired model agent	`support-sla-watcher`

Procedure (generic B2B)

Statuses: open → waiting_customer | waiting_internal → resolved → closed. Reopen: resolved/closed → open with a new note in the row (do not delete history).

Severity	Meaning (generic)
sev1	Production stopped; no workaround
sev2	Major function impaired; workaround exists
sev3	Partial impairment
sev4	Question or cosmetic

SLA clock: set sla_due_at from get-current-datetime plus bound hours for the severity. Escalation gate: if now > sla_due_at and status is still open or waiting_internal, notify the bound support owner via in-app (handover/notify playbook pattern: default in-app, recipient Prerequisite on the case owner_user_id).

DoD — resolved: customer-visible outcome recorded; status=resolved. DoD — closed: no reopen within the org’s policy; status=closed. This playbook does not invent a reopen window; if unset, close only when the operator confirms.

Tenant SKILL.md (copy this body)

# Support process

Operate cases in DataPool schema `{{support_cases_schema}}`. Load `datapool` and tenant skill `tenant-data-model`.

SLA hours: sev1={{sla_hours_sev1}}, sev2={{sla_hours_sev2}}, sev3={{sla_hours_sev3}}, sev4={{sla_hours_sev4}}.

## Sequence

1. `describe_datapool_table` then `query_datapool`.
2. On intake, set `severity` and `sla_due_at` (now + bound hours). Default notify channel is in-app to `owner_user_id`.
3. Move status only along the allowed path. Escalation: overdue SLA and still open/waiting_internal.
4. Resolve then close. Reopen by returning to `open`; do not delete the row.

## Stop

- Do not invent severity.
- Do not silently extend SLA.
- Do not use Mattermost or email unless the operator bound a different notify channel on a related handover skill.

Optional skill.json

{
  "name": "support-process",
  "version": "1.0.0",
  "description": "Support intake, severity, SLA, and resolve/reopen on DataPool cases.",
  "capabilities": {
    "prompt": ["Set sla_due_at from bound hours. Default notify is in-app."],
    "resources": [],
    "tools": [
      "describe_datapool_table",
      "query_datapool",
      "insert_datapool_rows",
      "update_datapool_rows",
      "get-current-datetime",
      "request_human_input"
    ]
  }
}