Use case: Professional & Workplace Communication
Instruction type: Conditional
Prompt style: Context prompting

Prompt:
I'm working on a set of service-outage reports about supposed violations to the Business SLA shared between the company and it's business clients. I need you to go through one to determine whether or not it is describing a scenario with a valid stop-clock-condition from amongst our company's list of valid stop-clock-conditions. If there are, then I need you to write an email to be sent to our record keeping department that addresses what service problem(s) occurred, why they occurred, which condition(s) have been met, and that this means the outage period must be excluded from the official downtime calculations. Make sure to include the total time that should be excluded. If there is a condition that looks like it might be valid at first but isn't due to any reason, you still need to include it in the email but it should be explicitly stated as an invalid reason and why. This is because it will be scrutinized by their workers and including such "false positive" conditions in the email rapidly speeds up their own review process. Here is the list of stop-clock-conditions:

1 END-USER REQUEST
Periods when a restoration or testing effort is delayed at the specific
request of the End-User. The SCC shall exist during the period the
Contractor was delayed, provided that the End-User’s request is
documented and time stamped in the Contractor’s trouble ticket or Service
Request system and shows efforts are made to contact the End-User
during the applicable Stop Clock period.
2 OBSERVATION
Time after a service has been restored but End-User request ticket is kept
open for observation. If the service is later determined by the End-User to
not have been restored, the Stop Clock shall continue until the time the
End-User notifies the Contractor that the Service has not been restored.
3 END-USER NOT AVAILABLE
Time after a service has been restored but End-User is not available to
verify that the Service is working. If the service is later determined by the
End-User to not have been restored, the Stop Clock shall apply only for the
time period between Contractor’s reasonable attempt to notify the End-
User that Contractor believes the service has been restored and the time
the End-User notifies the Contractor that the Service has not been
restored.
4 WIRING
Restoration cannot be achieved because the problem has been isolated to
wiring that is not maintained by Contractor or any of its Subcontractors or
Affiliates. If it is later determined the wiring is not the cause of failure, the
SCC shall not apply.
5 POWER Trouble caused by a power problem outside of the responsibility of the
Contractor.
6 CUSTOMER
PROVISIONING DELAY
Delays to Provisioning caused by lack of Customer’s building entrance
Facilities, conduit structures that are the Customer’s responsibilities or
Extended demarcation wiring. If the Service Providing Contractor has been
contracted by the Customer for extended demarcation, this SCC shall not
apply to missed dates/times. The Customer Provisioning Delay SCC is
restricted to Provisioning SLAs only.
7 ACCESS
Limited access or contact with End-User provided the Contractor
documents in the trouble ticket several efforts to contact End-User for the
following:
a. Access necessary to correct the problem is not available because
access has not been arranged by site contact or End-User
representative;
b. Site contact refuses access to technician who displays proper
identification;
c. Customer provides incorrect site contact information which prevents
access, provided that Contractor takes reasonable steps to notify End-
User of the improper contact information and takes steps to obtain the
correct information; or,
d. Site has limited hours of business that directly impacts the
Contractor’s ability to resolve the problem.
If it is determined later that the cause of the problem was not at the site in
question, then the Access SCC shall not apply.
8 STAFF
Any problem or delay to the extent caused by End-User’s staff that prevents
or delays Contractor’s resolution of the problem.
In such event, Contractor shall make a timely request to End-User staff to
correct the problem or delay and document in trouble ticket.
9 APPLICATION End-User software applications that interfere with repair of the trouble.
10 CPE
Repair/replacement of Customer Premise Equipment (CPE) not provided
by Contractor if the problem has been isolated to the CPE. If determined
later that the CPE was not the cause of the service outage, the CPE SCC
will not apply.
11 NO RESPONSE
Failure of the trouble ticket originator or responsible End-User to return a
call from Contractor’s technician for on-line close of trouble tickets after the
Service has been restored as long as Contractor can provide
documentation in the trouble ticket substantiating the communication from
Contractor’s technician.
12
MAINTENANCE
An outage directly related to any properly performed scheduled
maintenance or upgrade scheduled for CALNET DNCS service. Any such
stop clock condition shall not extend beyond the scheduled period of the
maintenance or upgrade. SLAs shall apply for any maintenance caused
outage beyond the scheduled maintenance period. Outages occurring
during a scheduled maintenance or upgrade period and not caused by the
scheduled maintenance shall not be subject to the Maintenance SCC.
13
THIRD PARTY
Any problem or delay caused by a third party not under the control of
Contractor, not preventable by Contractor, including, at a minimum, cable
cuts not caused by the Contractor. Contractor’s Subcontractors and
Affiliates shall be deemed to be under the control of Contractor with respect
to the equipment, services, or Facilities to be provided under this Contract.
14 FORCE MAJEURE
Force Majeure events, as defined in the eVAQ General Provisions -
Telecommunications, Section 28 (Force Majeure).
15
CUSTOMER
ENVIRONMENTAL
An outage directly caused by customer premise environmental conditions,
which are outside the control and responsibility of the Contractor. This
includes a non-secured location, excessive heat or lack of cooling. If
determined later that the environmental conditions were not the cause of
the service outage, or a result of the Contractor modifying Contractor
provided equipment without Customer’s approval, the Customer
Environmental SCC will not apply.

Here is the outage report:
08:00 AM	Ticket created automatically by monitoring system. Alarm: Loss of Signal (LOS) at SmartJack.
08:15 AM	Remote diagnostics confirm hard down. Dispatching Field Tech J. Doe to OmnomnomCorp site. ETA 09:30 AM.
09:30 AM	Tech arrives at OmnomnomCorp facility. Security desk is unmanned. Tech calls the Site Contact (Mr. Smith) listed in the ticket to arrange access. No answer. Tech leaves voicemail.
09:45 AM	Tech attempts to call Site Contact (Mr. Smith) again. No answer. Tech calls the OmnomnomCorp Secondary Contact (Ms. Jones). Ms. Jones advises she is off-site but will call Security.
10:15 AM	Security guard arrives at the desk. Guard refuses access to the server room, stating the Tech’s ID badge does not match the new building protocols. Tech displays valid company ID and Work Order #INC-9942. Guard insists on verifying with Mr. Smith.
10:45 AM	Mr. Smith arrives at the lobby and clears the Tech for entry. Access granted to server room.
11:00 AM	Tech accesses the demarcation point. Visual inspection reveals the SmartJack has no power. Tech traces the power cable to the rack PDU.
11:10 AM	Tech identifies that the specific outlet on the OmnomnomCorp-managed PDU is dead. Tech plugs the SmartJack into a different outlet on the same PDU, but the device fails to power on.
11:30 AM	Tech tests the OmnomnomCorp wiring extending from the demarc to the router. Tech updates the ticket: "Problem isolated to internal extended wiring. Signal loss occurring between SmartJack and CPE."
11:45 AM	Tech prepares to terminate testing as wiring is client responsibility. However, Mr. Smith (Client) enters the server room and requests the Tech stop all testing immediately. Mr. Smith states: "We are hosting a shareholder meeting in the adjacent conference room and cannot risk any noise or technician activity until 1:00 PM."
11:50 AM	Tech documents Mr. Smith's request in the ticketing system. Tech sits in the van to wait. Attempts to call Mr. Smith at 12:30 PM to see if the meeting finished early; call goes to voicemail.
01:00 PM	Meeting concludes. Tech resumes work. Upon closer inspection, Tech realizes the internal wiring is fine. The issue is actually a blown fuse inside the Service Provider's SmartJack (Contractor equipment), likely caused by a power surge.
01:15 PM	Tech replaces the fuse and resets the SmartJack. Link light comes on solid green. Alarm clears. Service Restored.
01:20 PM	Tech attempts to locate Mr. Smith to verify service. Mr. Smith has left the building for lunch. Tech calls Mr. Smith’s mobile; no answer. Tech leaves voicemail: "Service restored, please verify."
01:30 PM	Tech waits on site. Calls Secondary Contact Ms. Jones. She confirms she can ping the router remotely and the service appears up.
02:30 PM	Mr. Smith calls the Tech back. He confirms that the service is working and the onsite team is back online. Ticket Closed.

Evaluation criteria:
The response should include an email addressed to the record keeping department, concerning the adjustment of downtime calculations for a service outage
The response should state that the service problem is a Loss of Signal (LOS) at the SmartJack.
The response should state in the email that the cause of the service problem was a blown fuse in the SmartJack.
The response should state in the email that Stop-Clock-Condition #1 (END-USER REQUEST) is a valid condition that was met.
The response should state in the email that Stop-Clock-Condition #7 (ACCESS) is a valid condition that was met.
The response should state in the email that Stop-Clock-Condition #3 (END-USER NOT AVAILABLE) is a valid condition that was met
The response should state in the email that Stop-Clock-Condition #4 (WIRING) is a condition that initially appeared valid but is ultimately invalid.
The response should state in the email that the "WIRING" condition is invalid because the fault was later determined to be with the contractor's equipment (the SmartJack), not the client's wiring, which is a specific rule for that condition.
The response should state in the email that Stop-Clock-Condition #5 (POWER) is a condition that initially appeared valid but is ultimately invalid.
The response should explain in the email that the "POWER" condition is invalid because the hardware failure was later determined to be coming from the contractor's equipment (the SmartJack), rather than predominantly caused by the client's PDU outlet.
The response should state in the email that the time periods covered by the valid stop-clock conditions should be excluded from the official downtime calculations.
The response should state in the email that the valid "ACCESS (#7)" stop-clock condition covers the period from 09:30 to 10:45, for a total duration of 1 hour and 15 minutes.
The response should state in the email that the valid "END-USER REQUEST (#1)" stop-clock condition covers the period from 11:45 to 13:00, for a total duration of 1 hour and 15 minutes.
The response should state in the email that the valid "END-USER NOT AVAILABLE (#3)" stop-clock condition covers the period from 13:20 to 14:30, for a total duration of 1 hour and 10 minutes.
The response should state in the email the total time to be excluded from the downtime calculation is 3 hours and 40 minutes.