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It was stopped in May when three drafts in a week promised delivery dates the shop had not made. Whether drafting resumes, under what list.","status":"settled","tier":{"basis":"confirmed","permitted":"contracted","required":"contracted","required_measured":"2026-10-14"},"verification":{"basis":"observed","gameable":true,"gameable_note":"An empty draft is never wrong; the permitted-claims check is not enough on its own, so the difference categories are kept.","latency":"Maya's edit before sending, and any customer reply.","oracle":"delayed"},"volume":{"March–May.":null,"basis":"observed","minutes_each":3,"note":"The pilot's own log","per_week":60},"workflow":"wf-enquiry"},{"axis":"authority","basis":"confirmed","disposition":"human","evidence":{"accountable":{"name":"Jon Bell","role":"Operations owner"},"record":["Every read","by whom"],"retention":"12 months"},"id":"HP-018","name":"Who may read the records","provenance":[{"locator":"HP-018","quote":"Three people. Nobody else.","source":"S-005"}],"resolver":{"name":"Jon Bell","role":"Operations owner"},"resolver_informed":true,"rung":{"basis":"confirmed","ceiling":"held","ceiling_kind":"by-design","ceiling_reason":"Access to customer conversations is Jon's to grant, every time.","current":"held"},"statement":"Maya, Jon and Alex; nobody outside the shop; the provider under HP-004's tier only what a status reply needs.","status":"settled","workflow":"wf-records"},{"axis":"behaviour","basis":"confirmed","disposition":"forbidden","evidence":{"accountable":{"name":"Jon Bell","role":"Operations owner"},"record":["The absence of any store","then the store's first write"],"retention":"Indefinite"},"id":"HP-019","name":"No real customer data before access and retention are approved","prohibitions":["Collecting, storing or replaying any real customer exchange before HP-020 is settled","Building the evaluation set from real exchanges before the same point"],"provenance":[{"locator":"paragraph 7","quote":"No real customer data is to be collected before that decision.","source":"S-002"}],"rung":{"basis":"confirmed","ceiling":"held","ceiling_kind":"by-design","ceiling_reason":"A prohibition with an end condition: it holds absolutely until retention is approved, and is revisited then.","ceiling_until":["HP-020"],"current":"held"},"statement":"No real customer exchange may be collected, stored or replayed until HP-018 and HP-020 are settled. Absolute today; lifts when they are.","status":"settled","verification":{"basis":"observed","gameable":false,"latency":"at the first write","oracle":"immediate"},"workflow":"wf-records"},{"axis":"authority","basis":"observed","consequence":"BS-002 cannot start until this is settled; HP-019 holds until it is.","deadline":{"escalates_to":{"name":"Priya Nair","role":"Founder"},"on_lapse":"escalate","settle_by":"2026-10-21"},"disposition":"human","evidence":{"accountable":{"name":"Jon Bell","role":"Operations owner"},"record":["The period","who set it","when"],"retention":"Indefinite"},"id":"HP-020","name":"How long the records are kept","provenance":[{"locator":"Jon, session 1","quote":"Twelve months feels right. I want to check that before I say it.","source":"S-004"}],"resolver":{"name":"Jon Bell","role":"Operations owner"},"resolver_informed":true,"rung":{"basis":"confirmed","ceiling":"held","ceiling_kind":"by-design","ceiling_reason":"A commitment about customers' data; a person's, always.","current":"held"},"statement":"The retention period for the four records — a legal and commercial commitment about somebody else's data.","status":"open","workflow":"wf-records"}],"engagement":{"access":["Maya Reed","Jon Bell","Alex Chen"],"customer_short":"Harbour & Pine","dpa_before":"session 3 on 21 October","folder_name":"Harbour & Pine × Holosun — the support assistant","intake":{"due":"2026-09-30","items":[{"detail":"as it is used, not as it was meant to be","name":"The support runbook"},{"name":"The pilot planning notes"},{"detail":"what it did, what went wrong, why it was stopped","name":"The spring pilot's post-mortem"},{"name":"The order-system data dictionary"}],"priority":"the spring post-mortem","received":"2026-09-28","received_note":"The runbook, the pilot notes and the spring post-mortem arrived together; the data dictionary a day later."},"provider":"Holosun ApS","provider_policy_by":"14 October","sessions":[{"bring":["The last week's enquiries, unsorted.","Anything the spring pilot got wrong."],"date":"2026-10-07","focus":"Decision surfacing — the delivery-status enquiry, end to end.","length":"4 hours","n":1,"time":"10:00–14:00","who":"Maya, Jon"},{"bring":["The your-week sheets."],"date":"2026-10-14","focus":"The map confirmed, the sequence agreed, the numbers filled.","length":"4 hours","n":2,"time":"10:00–14:00","who":"Maya, Jon, Alex"},{"date":"2026-10-21","focus":"The reply standard, written in the room.","length":"4 hours","n":3,"time":"10:00–14:00","who":"Maya, Jon"}]},"envelope":{"dates":{"extracted":"2026-09-28","workshop":["2026-10-07","2026-10-14"]},"delegate":{"description":"A drafting and, where permitted, replying assistant for delivery-status enquiries, reading the order system and the carrier record.","kind":"ai-system","name":"The support assistant"},"id":"harbour-pine-2026-10-14","organisation":{"identifier":"fictional","legal_entity":"Harbour & Pine Homewares Ltd","name":"Harbour & Pine"},"prepared_by":"Holosun ApS","prepared_for":[{"name":"Maya Reed","organisation":"Harbour & Pine","role":"Support lead"},{"name":"Jon Bell","organisation":"Harbour & Pine","role":"Operations owner"}],"review_note":"Second render, after session 2. Volumes are the room's own counts from the your-week sheets; the rung on HP-006 is granted, not earned, and says so.","scope":{"exclusions":["Complaints and escalations to the founder","Anything on the shop floor"],"workflows":[{"description":"A customer asks where their order is. Someone reads the order system and the carrier record, decides what may be said, and replies.","id":"wf-enquiry","name":"Answering a delivery-status enquiry"},{"description":"The two things a customer asks for that move money or goods.","id":"wf-actions","name":"Refunds and address changes"},{"description":"The record that lets anyone later say what was read, what was sent, and what happened next.","id":"wf-records","name":"What is kept about each exchange"}]},"status":"in-workshop","title":"Harbour & Pine — the support assistant, and what it may decide"},"schema_version":"1.2","sources":[{"author":"Maya Reed","dated":"2026-08-12","id":"S-001","kind":"runbook","location":"shared drive / Support / runbook-v4","title":"Support runbook — delivery-status enquiries"},{"author":"Jon Bell","dated":"2026-09-02","id":"S-002","kind":"design-doc","title":"Pilot planning notes"},{"author":"Alex Chen","dated":"2026-05-19","id":"S-003","kind":"incident-report","title":"Spring pilot — what happened, and why we stopped"},{"author":"Holosun ApS","dated":"2026-10-07","id":"S-004","kind":"workshop","title":"Session 1 record — decision surfacing"},{"author":"Holosun ApS","dated":"2026-10-14","id":"S-005","kind":"workshop","title":"Session 2 record — the map confirmed"},{"author":"Alex Chen","dated":"2026-03-30","id":"S-006","kind":"specification","title":"Order-system data dictionary"},{"author":"Maya Reed; Jon Bell","dated":"2026-10-07","id":"S-007","kind":"observation","note":"Six sheets, counts and minutes as the people wrote them.","title":"Your-week sheets, session 1"},{"author":"Northgate Parcels","dated":"2025-11-01","id":"S-008","kind":"contract","title":"Carrier API service description"}]}