{
  "$format": "thethinkloop.template/v1",
  "slug": "sla-breach-risk",
  "title": "SLA breach risk",
  "decides": "How likely a ticket is to breach its response-time commitment.",
  "question": {
    "name": "decision",
    "type": "score",
    "instructions": "How likely is this ticket to breach its response-time SLA?",
    "levels": [
      {
        "label": "Unlikely",
        "description": "Well inside the response window, or low priority with a long target."
      },
      {
        "label": "Possible",
        "description": "A meaningful share of the window has passed, or the ticket is complex."
      },
      {
        "label": "Likely",
        "description": "Close to or past the target with no response, especially on a high-priority ticket."
      }
    ]
  },
  "evidenceChecks": [
    {
      "name": "factor_1",
      "label": "High-value account",
      "type": "predicate",
      "instructions": "The request comes from an enterprise or high-value account."
    },
    {
      "name": "factor_2",
      "label": "Wide customer impact",
      "type": "predicate",
      "instructions": "Multiple users or production systems are affected."
    }
  ],
  "inputs": [
    {
      "name": "ticket_summary",
      "type": "string",
      "required": true,
      "description": "The ticket text plus its priority, age, and SLA target, written as a sentence."
    }
  ],
  "expectedOutput": "A score from 0 to 2, a probability for each level, and a confidence value, plus one probability per evidence check.",
  "examples": [
    {
      "title": "P1 near its window with no response",
      "input": "P1 ticket opened 3 hours 30 minutes ago with no response yet. Enterprise customer, production API is down, 4-hour response SLA.",
      "expected": "Likely"
    },
    {
      "title": "Fresh, low-priority question",
      "input": "Low-priority question opened 20 minutes ago, not urgent. Customer says no rush. Response SLA is 2 business days.",
      "expected": "Unlikely"
    }
  ],
  "startingPolicy": {
    "automateAt": 0.8,
    "abstainBelow": 0.5,
    "note": "A starting point for exploration, not a recommendation. Calibrate against your own labeled examples."
  }
}