Policies¶

6 governance policies that constrain entity operations, workflow execution, and business rules across the customer operations ontology. Each policy is defined in enterprise-knowledge/policies/ as a Markdown file.

Policy Summary¶

#	Policy	ID	TMF/ITIL	Risk	Owner	Constrains
1	Case Handling Policy	POL-CASE-001	TMF621 / Incident Mgmt	High	Customer Operations	Case, Escalation_Rule, Problem_Record
2	SLA Policy	POL-SLA-001	TMF623 / SLA Mgmt	Critical	Service Delivery	SLA_Record, Entitlement, Service_Order
3	Billing Dispute Policy	POL-BILL-001	TMF678 / Financial Mgmt	High	Finance / Revenue Assurance	Billing_Dispute, AR_Credit_Note, AR_Invoice
4	Customer Tier Policy	POL-TIER-001	TMF629 / Customer Mgmt	High	Customer Success	Account, Case, Entitlement
5	Agent Quality Policy	POL-AQ-001	TMF683 / Workforce Mgmt	Medium	Contact Center Operations	Quality_Score, Agent_Metrics, Call_Record
6	Customer Experience Policy	POL-CX-001	TMF629 / CX Management	Medium	Customer Experience	NPS_Response, Customer_Feedback, Brand_Sentiment

1. Case Handling Policy¶

ID: POL-CASE-001 | TMF: TMF621 | Systems: Salesforce, WXCC

Rule Area	Key Rules
Case Classification	All cases must be classified by Type and Priority within 5 minutes of creation; unclassified cases auto-escalate after 15 minutes
Priority Assignment	Critical: system-wide outage or Platinum account service failure; High: revenue-impacting or Gold+ account; Medium: standard issue; Low: inquiry or feedback
Ownership	Every case must have an owner within SLA response time; unassigned cases alert team lead after 50% of response SLA
Escalation Path	L1→L2: 2 failed resolution attempts OR complexity >3 OR customer requests; L2→L3: requires specialized skill OR cross-system issue; L3→Management: SLA breach OR reputational risk
Repeat Contact	3rd contact on same issue within 7 days: auto-escalate to L2 + notify team lead; create Problem_Record if >5 accounts affected by same issue
Case Closure	Cannot close without Resolution_Code; customer confirmation required for Complaint type; auto-close after 5 days no response (except Critical)
Reopening	Customer contact within 7 days of closure on same issue: reopen (not new case); after 7 days: new case linked to original

2. SLA Policy¶

ID: POL-SLA-001 | TMF: TMF623 | Systems: Salesforce, SAP, WXCC

Response SLA (time to first meaningful agent response)¶

Priority	Platinum (24x7)	Gold (24x7)	Silver (8x5)	Bronze (8x5)
Critical	15 minutes	30 minutes	1 hour	2 hours
High	30 minutes	1 hour	2 hours	4 hours
Medium	1 hour	2 hours	4 hours	8 hours
Low	4 hours	8 hours	24 hours	48 hours

Resolution SLA (time to case resolution)¶

Priority	Platinum	Gold	Silver	Bronze
Critical	2 hours	4 hours	8 hours	24 hours
High	4 hours	8 hours	24 hours	48 hours
Medium	24 hours	48 hours	72 hours	5 business days
Low	48 hours	72 hours	5 business days	10 business days

Rule Area	Key Rules
Breach Escalation	80% of SLA: alert owning agent; 100%: escalate to team lead + case priority auto-incremented; 120%: notify VP Customer Ops
SLA Pause	Paused when Status = Pending_Customer; resumes on customer response; max pause: 5 business days
Field Service SLA	Appointment window: ±2 hours of scheduled time; missed window: auto-reschedule + customer notification + credit per tier policy
SLA Reporting	Daily: breach count and near-miss; Weekly: SLA attainment by tier, team, and category; Monthly: trend and root cause analysis

3. Billing Dispute Policy¶

ID: POL-BILL-001 | TMF: TMF678 | Systems: Oracle ERP, Salesforce

Rule Area	Key Rules
Dispute Acknowledgment	Acknowledge within 24 hours; dispute status visible to customer in portal within 4 hours
Auto-Adjudication	Auto-approve credit: billing error <$100 for any tier; service failure with documented Service_Order; duplicate invoice (any amount)
Approval Thresholds	$0-$100: auto-approve; $100-$500: Team Lead; $500-$2,000: Operations Manager; $2,000-$10,000: Finance Director; >$10,000: VP Finance + CFO
Goodwill Credits	Platinum: up to $200/quarter without escalation; Gold: up to $100/quarter; Silver/Bronze: up to $50/quarter; exceeding cap requires manager approval
Resolution Timeline	Simple disputes (overcharge, duplicate): 3 business days; Complex (rate disagreement, multi-invoice): 10 business days; escalated: 15 business days
Write-Off Authority	<$500: Finance Manager; $500-$5,000: Finance Director; >$5,000: VP Finance; all write-offs require documented justification
Repeat Dispute	3+ disputes from same account in 90 days: trigger account review; assign dedicated billing analyst; root cause investigation mandatory

4. Customer Tier Policy¶

ID: POL-TIER-001 | TMF: TMF629 | Systems: Salesforce, Oracle, WXCC

Tier	CLV Threshold	SLA Level	Queue Priority	Retention Authority	Assigned Resources
Platinum	>$100K/year	Premium 24x7	Highest (skip queue)	Dedicated account manager; pre-approved retention offers up to 25% discount	Named agent team; priority field dispatch
Gold	$25K-$100K/year	Premium 24x7	High	Account manager; retention offers up to 15% discount	Skilled agent routing; priority dispatch
Silver	$5K-$25K/year	Business 8x5	Standard	Team lead approval for retention offers up to 10%	Standard routing
Bronze	<$5K/year	Standard 8x5	Standard	Standard retention playbook only	Standard routing

Rule Area	Key Rules
Tier Calculation	Recalculated quarterly based on trailing 12-month revenue; manual override requires VP Customer Success approval
Downgrade Protection	Tier cannot drop more than 1 level per quarter; 30-day notification before downgrade
Churn Intervention	Platinum: immediate intervention on any churn signal; Gold: intervention within 48 hours; Silver/Bronze: batch monthly review
Proactive Outreach	System-wide issues: Platinum notified first (within 1 hour), then Gold (within 4 hours), then Silver/Bronze (within 24 hours)

5. Agent Quality Policy¶

ID: POL-AQ-001 | TMF: TMF683 | Systems: WXCC, Salesforce

Rule Area	Key Rules
QA Sampling	Minimum 5 interactions per agent per month evaluated; 100% evaluation for agents in first 90 days or on performance improvement plan
Quality Scorecard	Greeting/Opening: 10%; Issue Understanding: 20%; Resolution Quality: 30%; Compliance: 20%; Empathy & Communication: 20%
Score Thresholds	90-100: Exceeds (eligible for mentor role); 75-89: Meets; 60-74: Needs Improvement (coaching plan); <60: Critical (performance improvement plan + daily monitoring)
Recommendation Compliance	Agents must acknowledge AI-surfaced recommendations within 30 seconds; rejection requires reason code selection
Handle Time	No hard cap; handle time monitored for trend analysis only; quality over speed
After-Call Work	Max 3 minutes for standard cases; 5 minutes for complex; exceeded: alert to team lead (not punitive)
Calibration	Monthly QA calibration session across evaluators; inter-rater reliability target >85%

6. Customer Experience Policy¶

ID: POL-CX-001 | TMF: TMF629 | Systems: All

Rule Area	Key Rules
NPS Targets	Enterprise target NPS: >45; Detractor follow-up mandatory within 48 hours for Platinum/Gold, 5 business days for Silver/Bronze
CSAT Targets	Post-interaction CSAT target: >4.2/5.0; CSAT <3.0: trigger immediate supervisor review of interaction
Sentiment Monitoring	Brand_Sentiment <30 on any topic for 7+ consecutive days: alert CX Director within 24 hours
Survey Cadence	Post-interaction: every interaction for Platinum; every 3rd for Gold; every 5th for Silver/Bronze; NPS: quarterly all accounts
Feedback Loop	All Detractor verbatims reviewed weekly by CX team; top 5 themes → action items within 10 business days
Customer Effort Score	Target CES: <2.5 (low effort); CES >4.0: trigger process review for that case category
Proactive NPS Recovery	Detractor→Passive: 30-day check-in; Detractor→Promoter goal: 10% conversion rate per quarter

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