{"schema_version":"1.2","envelope":{"id":"harbour-pine-fictional-support","title":"Harbour and Pine fictional customer support example","organisation":{"name":"Harbour and Pine (fictional demonstration)"},"scope":{"workflows":[{"id":"support","name":"Customer delivery status enquiries","description":"Invented online homewares shop considering a support assistant."}],"exclusions":["Real client data or results","Implementation or production deployment","Payment execution and address changes by the assistant"]},"delegate":{"kind":"ai-system","name":"Fictional support assistant","description":"A proposed capability, not a deployed system."},"status":"draft","prepared_by":"Sunholo / Holosun ApS","prepared_for":[{"name":"Maya Reed (fictional)","role":"Support lead"},{"name":"Jon Bell (fictional)","role":"Operations owner"},{"name":"Alex Chen (fictional)","role":"Engineering lead"}],"review_note":"PUBLIC FICTIONAL DEMONSTRATION. All organisations, staff, source documents, decisions and proposed tests in this example were invented for illustration. No real client engagement, approval, operational evidence or performance result is represented. This is a shortened sample of the delivery format, not a policy to adopt unchanged.","measurement_plan":"## Proposed measurement approach\n\nUse the twenty synthetic cases in B-002. This illustrates test design; it is not evidence of production safety.\n\nTrack factual support, prohibited actions, routing errors, human corrections and handover time separately. The support lead reviews paired answers; critical failures block progression.\n\nResolve the response deadline, log access and retention before real traffic. Agree live-trial sampling and thresholds separately. No tests have been run and no savings are claimed.","dates":{"extracted":"2026-09-12"}},"sources":[{"id":"S-001","title":"Invented support runbook","kind":"runbook","location":"fictional-source-material.md, S-001","note":"Written solely for this public demonstration."},{"id":"S-002","title":"Invented pilot planning notes","kind":"workshop","location":"fictional-source-material.md, S-002","note":"A fictional workshop narrative, not a meeting that took place."}],"decisions":[{"id":"D-001","name":"Choose the authoritative delivery status","workflow":"support","axis":"meaning","statement":"Use the order system for fulfilment status and the carrier record for tracking events. If records conflict, withhold a definitive answer and hand over.","disposition":"human","status":"settled","made_today_by":{"name":"Maya Reed (fictional)","role":"Support lead"},"resolver":{"name":"Jon Bell (fictional)","role":"Operations owner"},"resolver_informed":true,"fallback":{"name":"Maya Reed (fictional)","role":"Support lead"},"provenance":[{"source":"S-001","locator":"D-001"}],"consequence":"A confident reply could promise delivery against the wrong record.","note":"Fictional demonstration. Settled means agreed within this invented scenario, not approval by a real client.","evidence":{"record":["Decision ID","Source record reference","Human outcome and reason"],"accountable":{"name":"Jon Bell (fictional)","role":"Operations owner"},"retention":"Proposed retention and access policy remains open under D-006. Use synthetic data only in this demonstration."},"verification":{"oracle":"none","measurement_gap":"No record links conflicting source fields to the final human resolution.","latency":"At the proposed pilot review","unlocked_by":["B-001"]}},{"id":"D-002","name":"Permit a bounded delivery status reply","workflow":"support","axis":"behaviour","statement":"Consider unattended status-only replies to authenticated customers after evidence review. The current pilot remains held; no customer message is sent automatically.","disposition":"system-within-limits","status":"open","made_today_by":{"name":"Maya Reed (fictional)","role":"Support lead"},"resolver":{"name":"Maya Reed (fictional)","role":"Support lead"},"resolver_informed":true,"fallback":{"name":"Jon Bell (fictional)","role":"Operations owner"},"deadline":{"settle_by":"Before the fictional pilot review","on_lapse":"stop"},"provenance":[{"source":"S-002","locator":"D-002"}],"consequence":"A draft capability could become permission to make unsupported promises.","note":"Fictional demonstration. Settled means agreed within this invented scenario, not approval by a real client.","limits":{"statement":"Future target only: status-only queries, authenticated customer, matching order ownership, current non-conflicting source records. Otherwise hold and escalate.","checks":[{"id":"L-01","description":"Reviewer confirms customer identity and order ownership were verified.","evaluation":"manual"},{"id":"L-02","description":"Reviewer confirms every factual claim appears in the retrieved record and no conflicting source is ignored.","evaluation":"manual"},{"id":"L-03","description":"Reviewer confirms the reply neither issues a refund, changes an address nor promises a delivery date absent from the source.","evaluation":"manual"}],"escalates_to":{"name":"Maya Reed (fictional)","role":"Support lead"}},"prohibitions":["Issue refunds","Change delivery addresses","Invent a delivery date","Send unattended messages before explicit promotion approval"],"blocked_by":["D-004","D-005","D-006"],"evidence":{"record":["Decision ID","Source record reference","Human outcome and reason"],"accountable":{"name":"Jon Bell (fictional)","role":"Operations owner"},"retention":"Proposed retention and access policy remains open under D-006. Use synthetic data only in this demonstration."},"verification":{"oracle":"none","measurement_gap":"No paired record links a proposed reply to factual checks and human corrections.","latency":"At the proposed pilot review","unlocked_by":["B-001","B-002"]},"rung":{"current":"held","ceiling":"running","ceiling_reason":"Only status-only replies are candidates; refunds and address changes remain human.","advance_when":"Approve D-004 to D-006, then instrument and run a shadow comparison before considering checked operation."}},{"id":"D-003","name":"Keep refunds and address changes with people","workflow":"support","axis":"authority","statement":"Only the support lead or deputy may decide refund and address-change requests. The assistant may identify and route the request; it cannot execute it.","disposition":"human","status":"settled","made_today_by":{"name":"Maya Reed (fictional)","role":"Support lead"},"resolver":{"name":"Maya Reed (fictional)","role":"Support lead"},"resolver_informed":true,"fallback":{"name":"Jon Bell (fictional)","role":"Operations owner"},"provenance":[{"source":"S-001","locator":"D-003"}],"consequence":"A status query could trigger an unauthorised financial or address change.","note":"Fictional demonstration. Settled means agreed within this invented scenario, not approval by a real client.","evidence":{"record":["Decision ID","Source record reference","Human outcome and reason"],"accountable":{"name":"Jon Bell (fictional)","role":"Operations owner"},"retention":"Proposed retention and access policy remains open under D-006. Use synthetic data only in this demonstration."},"verification":{"oracle":"none","measurement_gap":"Refund and address-change handovers are not logged with the authorised outcome.","latency":"At the proposed pilot review","unlocked_by":["B-001"]}},{"id":"D-004","name":"Set the missing-record handover deadline","workflow":"support","axis":"timing","statement":"Decide whether the proposed one-working-day response target is achievable with the support rota, including weekends. Until settled, existing human handling continues.","disposition":"undecided","status":"open","made_today_by":{"name":"Maya Reed (fictional)","role":"Support lead"},"resolver":{"name":"Jon Bell (fictional)","role":"Operations owner"},"resolver_informed":true,"fallback":{"name":"Maya Reed (fictional)","role":"Support lead"},"deadline":{"settle_by":"Before the fictional pilot review","on_lapse":"stop"},"provenance":[{"source":"S-002","locator":"D-004"}],"consequence":"An unanswered escalation could sit in a queue without anyone expecting to act.","note":"Fictional demonstration. Settled means agreed within this invented scenario, not approval by a real client.","evidence":{"record":["Decision ID","Source record reference","Human outcome and reason"],"accountable":{"name":"Jon Bell (fictional)","role":"Operations owner"},"retention":"Proposed retention and access policy remains open under D-006. Use synthetic data only in this demonstration."},"verification":{"oracle":"none","measurement_gap":"Queue arrival, acknowledgement and resolution times are not linked.","latency":"At the proposed pilot review","unlocked_by":["B-001"]}},{"id":"D-005","name":"Approve evidence for a shadow trial","workflow":"support","axis":"judgement","statement":"Agree a representative test set and review criteria before progressing beyond held. Evaluate factual support, forbidden actions, correct routing and human corrections separately.","disposition":"undecided","status":"open","made_today_by":{"name":"Maya Reed (fictional)","role":"Support lead"},"resolver":{"name":"Maya Reed (fictional)","role":"Support lead"},"resolver_informed":true,"fallback":{"name":"Jon Bell (fictional)","role":"Operations owner"},"deadline":{"settle_by":"Before the fictional pilot review","on_lapse":"stop"},"provenance":[{"source":"S-002","locator":"D-005"}],"consequence":"An overall accuracy score could conceal the exceptions that matter most.","note":"Fictional demonstration. Settled means agreed within this invented scenario, not approval by a real client.","evidence":{"record":["Decision ID","Source record reference","Human outcome and reason"],"accountable":{"name":"Jon Bell (fictional)","role":"Operations owner"},"retention":"Proposed retention and access policy remains open under D-006. Use synthetic data only in this demonstration."},"verification":{"oracle":"none","measurement_gap":"No agreed case set captures expected answers, exceptions and reviewer disagreements.","latency":"At the proposed pilot review","unlocked_by":["B-001","B-002"]}},{"id":"D-006","name":"Make decisions reconstructable","workflow":"support","axis":"evidence","statement":"Approve a log linking the source snapshot, proposed reply, human decision, corrections and handover outcome. Confirm access and retention before capturing real customer data.","disposition":"undecided","status":"open","made_today_by":{"name":"Maya Reed (fictional)","role":"Support lead"},"resolver":{"name":"Jon Bell (fictional)","role":"Operations owner"},"resolver_informed":true,"fallback":{"name":"Maya Reed (fictional)","role":"Support lead"},"deadline":{"settle_by":"Before the fictional pilot review","on_lapse":"stop"},"provenance":[{"source":"S-002","locator":"D-006"}],"consequence":"The team could be unable to explain a reply or measure why it was corrected.","note":"Fictional demonstration. Settled means agreed within this invented scenario, not approval by a real client.","evidence":{"record":["Decision ID","Source record reference","Human outcome and reason"],"accountable":{"name":"Jon Bell (fictional)","role":"Operations owner"},"retention":"Proposed retention and access policy remains open under D-006. Use synthetic data only in this demonstration."},"verification":{"oracle":"none","measurement_gap":"Log completeness, access and retention have no agreed review procedure.","latency":"At the proposed pilot review","unlocked_by":["B-001"]}}],"build_sequence":[{"id":"B-001","position":1,"name":"Build the evidence and handover record","rationale":"Logging and queue ownership are prerequisites for a meaningful trial.","unblocks":["D-004","D-006"],"axis_findings":["timing","evidence"],"definition_of_done":{"statement":"A reviewer can trace every synthetic request from source to final human outcome.","criteria":[{"id":"B-001-C1","description":"Create ten synthetic requests including a missing record and an unavailable support lead. Each has a source reference, named owner, timestamp and final outcome.","evaluation":"manual"},{"id":"B-001-C2","description":"Document and approve access, retention and the response clock before any real customer data is collected.","evaluation":"manual"}]},"owner":{"name":"Alex Chen (fictional)","role":"Engineering lead"}},{"id":"B-002","position":2,"name":"Create and agree the evaluation set","rationale":"The team must agree what correct means before comparing assistant replies.","unblocks":["D-005"],"axis_findings":["meaning","judgement"],"definition_of_done":{"statement":"Support and operations approve expected results for routine and exception cases.","criteria":[{"id":"B-002-C1","description":"Define twenty synthetic cases including conflicting sources, missing orders, refund requests and address changes.","evaluation":"manual"},{"id":"B-002-C2","description":"Record an expected answer or handover for every case and the reason. Reviewers resolve disagreements or record an open decision.","evaluation":"manual"}]},"owner":{"name":"Maya Reed (fictional)","role":"Support lead"}},{"id":"B-003","position":3,"name":"Run a shadow comparison and decide the next stage","rationale":"Use the evidence and evaluation set from the first two items before requesting more autonomy.","unblocks":["D-002"],"axis_findings":["behaviour","authority"],"definition_of_done":{"statement":"A review packet supports an explicit decision to remain held or progress; passing does not automatically authorise unattended replies.","criteria":[{"id":"B-003-C1","description":"With customer sending disabled, replay the approved cases and pair every proposed reply with the human judgement.","evaluation":"manual"},{"id":"B-003-C2","description":"Report unsupported claims, prohibited actions, routing errors and corrections separately. A critical failure keeps the relevant decision held.","evaluation":"manual"},{"id":"B-003-C3","description":"The support lead records whether to permit a limited checked trial and its conditions. No automatic promotion to running.","evaluation":"manual"}]},"owner":{"name":"Alex Chen (fictional)","role":"Engineering lead"}}]}