Support Promise Risk Scorecard for Support Ops

A weekly evaluator-side system for support operations leads at 50-200 person B2B SaaS companies that scores the riskiness of customer-facing escalation commitments and recommends tighter promise policies before damage compounds. Instead of asking agents to use a live pre-send gate, AE reviews sampled outbound commitments and lightweight ticket metadata from Zendesk after the fact, clusters them into promise classes, and tracks which classes later correlate with missed dates, reopened tickets, SLA breaches, or CSAT drops. Its six-pattern taxonomy is used to identify recurring support-specific failure modes such as unsupported certainty, severed engineering timelines, and transmission blindness between support and engineering. The product’s output is not agent coaching alone; it is an ops scorecard with promotion/demotion/kill rules for allowed promise templates, escalation language, and approval thresholds by severity or dependency type. AE’s grading loop remains intact because sent commitments resolve within days to weeks, and support ops can use the resulting ledger to tighten macros, reviewer rules, and exception handling without inserting friction into live agent workflows.

AE can credibly become a weekly support-ops governance system that learns which customer commitments create downstream damage and turns that into enforceable promise policy without disrupting live agent workflows.

Killed: evidence_search_exhausted.