{
  "title": "Support sla message survey",
  "questions": [
    "What timing did you understand?",
    "Which service-hours detail was unclear?",
    "What reference was missing?"
  ],
  "question_notes": [
    "Ask whether the displayed time refers to acknowledgment, a first substantive response or resolution. Record the interpretation before explaining the distinction so you can identify the exact expectation gap.",
    "Keep the service-hours, time-zone or holiday rule the customer could not apply. A number of hours is incomplete if readers cannot tell when the clock runs.",
    "Identify which official service description the customer expected to consult and whether the message points to it. Feedback about clarity cannot establish that the service meets a contractual target."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Ask whether the displayed time refers to acknowledgment, a first substantive response or resolution. Record the interpretation before explaining the distinction so you can identify the exact expectation gap.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Keep the service-hours, time-zone or holiday rule the customer could not apply. A number of hours is incomplete if readers cannot tell when the clock runs.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Identify which official service description the customer expected to consult and whether the message points to it. Feedback about clarity cannot establish that the service meets a contractual target.",
      "optional": true
    }
  ],
  "respondent_instruction": "If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.",
  "field_protocol": {
    "send_when": "Show customers a synthetic support acknowledgment with the currently approved target wording before asking them to explain the timing. Use no real ticket or account information.",
    "decision_owner": "The support service owner and the editor of the approved response-target policy.",
    "followup": "With revised wording, ask customers to explain what event the target measures and how the stated service hours apply. Record any remaining response-versus-resolution confusion and have the service owner verify the wording against the actual policy.",
    "response_handling": "Collect interpretations of a fictional message. Avoid real ticket numbers, customer identities or contract documents in the survey response."
  },
  "editorial_sections": [
    {
      "id": "guide-scope-boundary",
      "kind": "scope-boundary",
      "heading": "Separate acknowledgment from resolution",
      "intro": "Test the real approved terms using fictional cases, without inventing a guaranteed service outcome.",
      "rows": [
        [
          "When an initial response is expected",
          "When the issue will be resolved.",
          "A reply commitment does not establish a repair deadline."
        ],
        [
          "Stated business-hour conditions",
          "Continuous coverage inferred from an unlabeled duration.",
          "Readers need the same clock and eligibility boundary as the actual terms."
        ]
      ]
    }
  ],
  "note": "Examples to adapt. Not a validated instrument; manual editorial data, not a product import payload."
}