# Harbour and Pine fictional source material

Everything in this document is invented for a public product demonstration. It is not a real company policy, client record or workshop transcript.

## S-001 Invented support runbook

D-001: The order system owns fulfilment status; the carrier record owns tracking events. Where records disagree, staff investigate before promising an answer.

D-003: Maya Reed, the fictional support lead, owns refunds and address changes. Jon Bell, the fictional operations owner, is the deputy. The proposed assistant cannot execute either action.

## S-002 Invented pilot planning notes

D-002: The team wants to consider status-only replies for authenticated customers whose order ownership and current records can be checked. All replies remain human-controlled while the proposal is evaluated. No live assistant exists in this example.

D-004: A one-working-day handover target is proposed. Weekend cover and when the clock starts are unresolved. Jon owns this question before pilot review; existing human handling continues until then.

D-005: Maya must approve a representative evaluation set. The team has not yet agreed acceptance thresholds. Fluent wording alone is not sufficient.

D-006: Alex Chen, the fictional engineering lead, proposes linked source, reply, correction and handover records. Jon must approve access and retention. No real customer data is to be collected before that decision.