{
  "name": "Support escalation",
  "forbid": [
    {
      "id": "response-time",
      "phrases": [
        "within 24 hours",
        "within the hour",
        "by end of day"
      ],
      "why": "Response times follow the published SLA, not agent promises."
    },
    {
      "id": "promise",
      "phrases": [
        "I promise",
        "won't happen again",
        "will never happen again"
      ],
      "why": "Agents do not make personal commitments."
    },
    {
      "id": "compensation",
      "phrases": [
        "compensate you",
        "compensation"
      ],
      "why": "Compensation is decided by a person."
    }
  ],
  "actions": {
    "escalated": "support.escalate",
    "assigned": "support.assign",
    "resolved": "support.resolve",
    "fixed": "engineering.fix",
    "reopened": "support.reopen"
  }
}