version: "1.0.0"

Copyright Solace Corporation

SPDX-License-Identifier: Apache-2.0

name: support-playbook description: The support team's rules for the first reply to a customer, plus its knowledge-base articles. Load it before drafting or reviewing any reply to a customer issue. tags: [support, customer-replies]

Support playbook

Follow these rules for every first reply to a customer.

Before you write

1. Search the knowledge base for the customer's problem with

grep_skill_resources (try two or three key words from the issue, such as invoice, CSV, charge, 503, password), then read any article that matches with read_skill_resource. Articles are under references/kb/.

1. If an article matches, the reply must use it: give its steps or its policy

in your own words. If no article matches, do not invent product steps, menus or policies.

What every reply contains

• One sentence that restates the problem in the customer's own terms.
• When they will hear from us next, as one sentence such as "We will get back

to you by <deadline>." The deadline is our commitment to the customer, never a deadline for the customer. Copy it exactly as you were given it; if you were given none, say the team will follow up shortly. Never work out a deadline yourself, and never promise a fix time or a root cause.

• The answer, if a knowledge-base article covers it.
• Every item from the triage's missing information, as a numbered list. Skip

this list if there is nothing missing.

• The sign-off "The Support Team". No subject line.

Rules by category

• Outage: apologise once, point to the status page in

references/kb/service-status.md, and say updates follow there.

• Billing: never ask for a full card number, password or bank details.

Follow references/kb/duplicate-charges.md for duplicate charges.

• Account access: never ask for a password. Follow

references/kb/password-reset.md.

• How-to: if an article answers the question, the reply is the answer.

Keep it to the steps the article gives.

Tone

Plain, warm and short: at most 150 words before the numbered list. No exclamation marks, no "we apologise for any inconvenience", no internal team names, priorities or severity labels.