Templates, schemas and benchmarks.
The documents we use, made available. Work email required; no follow-up sequence unless you opt in.
Documents
Templates, schemas and benchmarks
- Template
Severity model and SLA template
The P1–P4 table with attainment targets, exclusions and resolution standard, editable.
Download - Checklist
Support certification checklist
Curriculum outline, hands-on assessment rubric, supervised-case log, recertification triggers.
Download - Schema
Evaluation record schema
Fields, codes and scales, with a JSON example.
Download - Schema
RLHF record schema
Preference-pair structure, redaction checklist, acceptance criteria.
Download - Format
Regression scenario card
The format delivered under 05 QA.
Download - Template
Escalation matrix template
Triggers, actions, response commitments.
Download - Playbook
Support-to-training-data playbook
How to design consent language, schema and review so support output is usable for training.
Download - Benchmark
AI-product support benchmark, Q3 2026
P1 rates, first-contact resolution, CSAT and premium-tier conversion across our client base, anonymised.
Download
Work email required. No follow-up sequence unless you opt in.
Notes
Short notes, monthly
One page each: an attainment lesson, a schema change, a redaction edge case.
No commitment either way
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