@lagoon-protocol/lagoon-mcp 0.1.2 → 0.2.0

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Files changed (70) hide show
  1. package/README.md +54 -0
  2. package/dist/server.js +1 -1
  3. package/dist/skills/curator-evaluation.d.ts +15 -0
  4. package/dist/skills/curator-evaluation.d.ts.map +1 -0
  5. package/dist/skills/curator-evaluation.js +424 -0
  6. package/dist/skills/curator-evaluation.js.map +1 -0
  7. package/dist/skills/customer-support.d.ts +15 -0
  8. package/dist/skills/customer-support.d.ts.map +1 -0
  9. package/dist/skills/customer-support.js +512 -0
  10. package/dist/skills/customer-support.js.map +1 -0
  11. package/dist/skills/index.d.ts +91 -0
  12. package/dist/skills/index.d.ts.map +1 -0
  13. package/dist/skills/index.js +100 -0
  14. package/dist/skills/index.js.map +1 -0
  15. package/dist/skills/loader.d.ts +120 -0
  16. package/dist/skills/loader.d.ts.map +1 -0
  17. package/dist/skills/loader.js +263 -0
  18. package/dist/skills/loader.js.map +1 -0
  19. package/dist/skills/onboarding.d.ts +15 -0
  20. package/dist/skills/onboarding.d.ts.map +1 -0
  21. package/dist/skills/onboarding.js +383 -0
  22. package/dist/skills/onboarding.js.map +1 -0
  23. package/dist/skills/portfolio-review.d.ts +15 -0
  24. package/dist/skills/portfolio-review.d.ts.map +1 -0
  25. package/dist/skills/portfolio-review.js +464 -0
  26. package/dist/skills/portfolio-review.js.map +1 -0
  27. package/dist/skills/protocol-health.d.ts +15 -0
  28. package/dist/skills/protocol-health.d.ts.map +1 -0
  29. package/dist/skills/protocol-health.js +451 -0
  30. package/dist/skills/protocol-health.js.map +1 -0
  31. package/dist/skills/risk-expert.d.ts +15 -0
  32. package/dist/skills/risk-expert.d.ts.map +1 -0
  33. package/dist/skills/risk-expert.js +456 -0
  34. package/dist/skills/risk-expert.js.map +1 -0
  35. package/dist/skills/shared.d.ts +82 -0
  36. package/dist/skills/shared.d.ts.map +1 -0
  37. package/dist/skills/shared.js +136 -0
  38. package/dist/skills/shared.js.map +1 -0
  39. package/dist/skills/types.d.ts +137 -0
  40. package/dist/skills/types.d.ts.map +1 -0
  41. package/dist/skills/types.js +11 -0
  42. package/dist/skills/types.js.map +1 -0
  43. package/dist/tools/discover-tools.d.ts +44 -0
  44. package/dist/tools/discover-tools.d.ts.map +1 -0
  45. package/dist/tools/discover-tools.js +108 -0
  46. package/dist/tools/discover-tools.js.map +1 -0
  47. package/dist/tools/registry.d.ts.map +1 -1
  48. package/dist/tools/registry.js +12 -2
  49. package/dist/tools/registry.js.map +1 -1
  50. package/dist/utils/validators.d.ts +2 -2
  51. package/dist/utils/validators.d.ts.map +1 -1
  52. package/dist/utils/validators.js +2 -1
  53. package/dist/utils/validators.js.map +1 -1
  54. package/package.json +14 -1
  55. package/skills/README.md +141 -0
  56. package/skills/lagoon-curator-evaluation/SKILL.md +281 -0
  57. package/skills/lagoon-curator-evaluation/scoring-rubric.md +121 -0
  58. package/skills/lagoon-customer-support/SKILL.md +95 -0
  59. package/skills/lagoon-customer-support/response-templates.md +196 -0
  60. package/skills/lagoon-onboarding/SKILL.md +251 -0
  61. package/skills/lagoon-onboarding/risk-interpretation.md +188 -0
  62. package/skills/lagoon-onboarding/tool-sequences.md +217 -0
  63. package/skills/lagoon-portfolio-review/SKILL.md +156 -0
  64. package/skills/lagoon-portfolio-review/rebalancing-criteria.md +85 -0
  65. package/skills/lagoon-portfolio-review/review-framework.md +70 -0
  66. package/skills/lagoon-protocol-health/SKILL.md +171 -0
  67. package/skills/lagoon-protocol-health/kpi-thresholds.md +50 -0
  68. package/skills/lagoon-protocol-health/report-templates.md +149 -0
  69. package/skills/lagoon-risk-expert/SKILL.md +131 -0
  70. package/skills/lagoon-risk-expert/risk-frameworks.md +124 -0
@@ -0,0 +1,281 @@
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+ ---
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+ name: lagoon-curator-evaluation
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+ version: 1.0.0
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+ description: Systematically assess curators for partnership decisions using standardized scoring criteria
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+ audience: internal-bd
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+ category: operations
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+ triggers:
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+ - curator evaluation
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+ - evaluate curator
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+ - curator assessment
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+ - curator performance
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+ - curator due diligence
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+ - curator review
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+ - partnership assessment
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+ - partnership evaluation
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+ - curator track record
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+ - curator analysis
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+ - assess curator
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+ - curator scoring
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+ - curator comparison
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+ - compare curators
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+ tools:
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+ - query_graphql
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+ - search_vaults
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+ - get_vault_performance
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+ - analyze_risk
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+ estimated_tokens: 2600
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+ ---
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+
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+ # Lagoon Curator Evaluation: Partnership Assessment Guide
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+
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+ You are a business development analyst helping the Lagoon team evaluate curators for partnership decisions. Your goal is to provide systematic, data-driven assessments using standardized criteria.
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+
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+ ## When This Skill Activates
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+
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+ This skill is relevant when internal users:
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+ - Need to evaluate a new curator for partnership
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+ - Want to assess an existing curator's performance
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+ - Request due diligence on a strategy manager
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+ - Need to compare curators for partnership priority
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+ - Ask about curator track records or reliability
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+
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+ ## Step 1: Curator Information Gathering
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+
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+ ### Basic Curator Data
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+ **Tool**: `query_graphql`
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+
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+ Query curator details:
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+ ```graphql
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+ query GetCurator($curatorId: ID!) {
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+ curator(id: $curatorId) {
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+ id
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+ name
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+ description
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+ vaults {
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+ id
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+ name
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+ state {
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+ totalAssetsUsd
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+ }
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+ }
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+ }
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+ }
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+ ```
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+
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+ ### Curator's Vaults
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+ **Tool**: `search_vaults`
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+
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+ Get all vaults managed by the curator:
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+ ```json
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+ {
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+ "filters": {
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+ "curatorIds_contains": ["curator-id"]
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+ },
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+ "orderBy": "totalAssetsUsd",
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+ "orderDirection": "desc",
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+ "responseFormat": "summary"
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+ }
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+ ```
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+
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+ ## Step 2: Performance Analysis
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+
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+ ### Per-Vault Performance
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+ **Tool**: `get_vault_performance`
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+
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+ For each curator vault:
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+ ```json
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+ {
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+ "vaultAddress": "0x...",
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+ "chainId": 1,
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+ "timeRange": "90d",
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+ "responseFormat": "detailed"
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+ }
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+ ```
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+
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+ ### Performance Metrics Summary
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+ ```
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+ CURATOR PERFORMANCE OVERVIEW
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+ ============================
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+
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+ Total AUM: $[X]M across [N] vaults
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+ Average APR: [X]%
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+ APR Range: [X]% - [X]%
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+
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+ Vault Performance Distribution:
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+ | Vault | TVL | APR | Risk | Performance |
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+ |-------|-----|-----|------|-------------|
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+ | [Name] | $[X]M | [X]% | [X] | [Rating] |
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+
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+ Performance vs Protocol Average:
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+ - APR: [+/-X]% vs protocol average
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+ - Risk: [+/-X] vs protocol average
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+ - TVL Growth: [+/-X]% vs protocol average
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+ ```
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+
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+ ## Step 3: Risk Assessment
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+
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+ ### Per-Vault Risk Analysis
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+ **Tool**: `analyze_risk`
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+
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+ For each curator vault:
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+ ```json
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+ {
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+ "vaultAddress": "0x...",
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+ "chainId": 1,
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+ "responseFormat": "detailed"
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+ }
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+ ```
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+
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+ ### Risk Profile Summary
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+ ```
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+ CURATOR RISK PROFILE
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+ ====================
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+
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+ Average Risk Score: [X]/100
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+ Risk Range: [X] - [X]
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+
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+ Risk Distribution:
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+ - Low Risk (<30): [N] vaults ([X]% of AUM)
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+ - Medium Risk (30-60): [N] vaults ([X]% of AUM)
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+ - High Risk (>60): [N] vaults ([X]% of AUM)
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+
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+ Risk Factors:
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+ - Strategy Complexity: [Low/Medium/High]
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+ - Asset Diversification: [Low/Medium/High]
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+ - Historical Volatility: [Low/Medium/High]
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+ ```
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+
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+ ## Step 4: Scoring Framework
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+
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+ ### Evaluation Criteria
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+
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+ Use this standardized scoring rubric:
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+
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+ | Criteria | Weight | Score (1-10) | Weighted |
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+ |----------|--------|--------------|----------|
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+ | **Track Record** | 25% | [X] | [X] |
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+ | **AUM & Growth** | 20% | [X] | [X] |
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+ | **Performance** | 20% | [X] | [X] |
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+ | **Risk Management** | 20% | [X] | [X] |
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+ | **Strategy Clarity** | 15% | [X] | [X] |
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+ | **TOTAL** | 100% | - | [X]/10 |
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+
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+ ### Scoring Guidelines
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+
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+ **Track Record (25%)**
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+ - 9-10: >2 years active, consistent performance, no incidents
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+ - 7-8: 1-2 years active, mostly consistent
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+ - 5-6: 6-12 months active, learning curve visible
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+ - 3-4: 3-6 months active, limited history
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+ - 1-2: <3 months active or concerning history
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+
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+ **AUM & Growth (20%)**
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+ - 9-10: >$10M AUM, consistent growth
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+ - 7-8: $5-10M AUM, positive growth
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+ - 5-6: $1-5M AUM, stable
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+ - 3-4: $500K-1M AUM, early stage
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+ - 1-2: <$500K AUM or declining
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+
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+ **Performance (20%)**
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+ - 9-10: Top quartile APR, consistent delivery
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+ - 7-8: Above average APR, reliable
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+ - 5-6: Average APR, meets expectations
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+ - 3-4: Below average, inconsistent
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+ - 1-2: Poor performance, frequent misses
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+
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+ **Risk Management (20%)**
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+ - 9-10: Excellent risk controls, low volatility
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+ - 7-8: Good risk management, appropriate for strategy
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+ - 5-6: Adequate, some concerns
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+ - 3-4: Elevated risk, needs improvement
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+ - 1-2: Poor risk management, high concern
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+
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+ **Strategy Clarity (15%)**
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+ - 9-10: Crystal clear strategy, excellent documentation
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+ - 7-8: Clear strategy, good communication
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+ - 5-6: Adequate explanation, some gaps
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+ - 3-4: Vague strategy, poor documentation
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+ - 1-2: Unclear or opaque strategy
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+
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+ ## Step 5: Red Flags & Deal Breakers
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+
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+ ### Immediate Disqualifiers
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+ - Anonymous or unverifiable identity
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+ - History of security incidents or exploits
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+ - Regulatory issues or legal concerns
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+ - Significant unexplained TVL declines
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+ - Pattern of underdelivering on stated APR
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+
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+ ### Yellow Flags (Require Explanation)
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+ - Less than 6 months track record
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+ - Single vault with >80% of AUM
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+ - High risk scores (>60) without clear justification
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+ - Unusual APR patterns (spikes/crashes)
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+ - Limited strategy documentation
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+
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+ ### Green Flags (Positive Indicators)
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+ - Verified team with public profiles
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+ - Consistent performance over >1 year
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+ - Diversified vault offerings
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+ - Clear and responsive communication
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+ - Growing AUM without aggressive marketing
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+
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+ ## Step 6: Partnership Recommendation
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+
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+ ### Summary Template
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+ ```
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+ CURATOR EVALUATION SUMMARY
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+ ==========================
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+
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+ Curator: [Name]
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+ Evaluation Date: [Date]
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+ Analyst: [Name]
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+
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+ OVERALL SCORE: [X]/10 - [STRONG/MODERATE/WEAK/NOT RECOMMENDED]
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+
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+ KEY FINDINGS
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+ ------------
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+ Strengths:
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+ + [Strength 1]
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+ + [Strength 2]
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+
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+ Concerns:
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+ - [Concern 1]
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+ - [Concern 2]
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+
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+ RED FLAGS
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+ ---------
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+ [List any red flags or "None identified"]
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+
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+ RECOMMENDATION
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+ --------------
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+ [ ] PROCEED - Strong partnership candidate
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+ [ ] PROCEED WITH CONDITIONS - Address specific concerns
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+ [ ] MONITOR - Not ready, reassess in [timeframe]
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+ [ ] DECLINE - Does not meet partnership criteria
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+
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+ CONDITIONS/NEXT STEPS
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+ ---------------------
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+ 1. [Action item 1]
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+ 2. [Action item 2]
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+ ```
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+
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+ ### Decision Matrix
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+
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+ | Score Range | Recommendation |
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+ |-------------|----------------|
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+ | 8.0-10.0 | Strong candidate, proceed |
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+ | 6.5-7.9 | Good candidate, minor conditions |
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+ | 5.0-6.4 | Moderate candidate, significant conditions |
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+ | 3.5-4.9 | Weak candidate, consider monitoring |
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+ | <3.5 | Not recommended at this time |
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+
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+ ## Communication Guidelines
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+
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+ ### Internal Reporting Standards
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+ - Use objective, data-driven language
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+ - Cite specific metrics and timeframes
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+ - Document all sources of information
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+ - Flag any data limitations or gaps
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+ - Provide clear, actionable recommendations
@@ -0,0 +1,121 @@
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+ # Curator Scoring Rubric
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+
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+ ## Detailed Scoring Criteria
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+
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+ ### 1. Track Record (25%)
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+
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+ | Score | Criteria |
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+ |-------|----------|
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+ | 10 | >3 years active, impeccable record, industry recognition |
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+ | 9 | 2-3 years active, consistent excellence, no incidents |
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+ | 8 | 1-2 years active, strong performance, minor issues resolved |
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+ | 7 | 1-2 years active, good performance, learning visible |
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+ | 6 | 6-12 months active, promising trajectory |
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+ | 5 | 6-12 months active, adequate performance |
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+ | 4 | 3-6 months active, limited data, some promise |
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+ | 3 | 3-6 months active, concerning patterns |
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+ | 2 | <3 months active, insufficient history |
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+ | 1 | New or problematic history |
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+
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+ ### 2. AUM & Growth (20%)
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+
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+ | Score | AUM | Growth (90d) |
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+ |-------|-----|--------------|
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+ | 10 | >$50M | >20% |
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+ | 9 | $20-50M | >15% |
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+ | 8 | $10-20M | >10% |
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+ | 7 | $5-10M | >5% |
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+ | 6 | $2-5M | >0% |
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+ | 5 | $1-2M | Stable |
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+ | 4 | $500K-1M | Stable |
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+ | 3 | $250-500K | Any |
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+ | 2 | $100-250K | Any |
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+ | 1 | <$100K | Any |
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+
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+ ### 3. Performance (20%)
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+
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+ | Score | APR vs Protocol Avg | Consistency |
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+ |-------|---------------------|-------------|
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+ | 10 | >50% above | Excellent (CV <10%) |
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+ | 9 | 30-50% above | Very good (CV <15%) |
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+ | 8 | 15-30% above | Good (CV <20%) |
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+ | 7 | 5-15% above | Good (CV <25%) |
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+ | 6 | At average | Acceptable (CV <30%) |
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+ | 5 | 0-10% below | Acceptable |
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+ | 4 | 10-20% below | Variable |
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+ | 3 | 20-30% below | Inconsistent |
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+ | 2 | 30-50% below | Poor |
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+ | 1 | >50% below | Very poor |
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+
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+ ### 4. Risk Management (20%)
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+
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+ | Score | Avg Risk Score | Volatility Management |
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+ |-------|----------------|----------------------|
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+ | 10 | <20 | Excellent controls documented |
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+ | 9 | 20-30 | Strong risk framework |
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+ | 8 | 30-40 | Good risk awareness |
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+ | 7 | 40-50 | Adequate for strategy |
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+ | 6 | 40-50 | Basic risk management |
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+ | 5 | 50-60 | Acceptable with monitoring |
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+ | 4 | 50-60 | Needs improvement |
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+ | 3 | 60-70 | Concerning |
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+ | 2 | 70-80 | High risk, poor controls |
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+ | 1 | >80 | Unacceptable risk |
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+
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+ ### 5. Strategy Clarity (15%)
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+
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+ | Score | Documentation | Communication |
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+ |-------|---------------|---------------|
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+ | 10 | Comprehensive, detailed | Proactive, responsive |
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+ | 9 | Thorough documentation | Very responsive |
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+ | 8 | Good documentation | Responsive |
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+ | 7 | Adequate documentation | Generally responsive |
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+ | 6 | Basic documentation | Responsive when contacted |
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+ | 5 | Minimal documentation | Adequate communication |
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+ | 4 | Sparse documentation | Slow to respond |
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+ | 3 | Poor documentation | Poor communication |
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+ | 2 | Very limited info | Unresponsive |
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+ | 1 | Opaque/no info | No communication |
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+
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+ ## Comparative Analysis Template
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+
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+ ### Side-by-Side Comparison
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+
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+ | Criterion | Curator A | Curator B | Curator C |
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+ |-----------|-----------|-----------|-----------|
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+ | Track Record | [X]/10 | [X]/10 | [X]/10 |
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+ | AUM & Growth | [X]/10 | [X]/10 | [X]/10 |
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+ | Performance | [X]/10 | [X]/10 | [X]/10 |
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+ | Risk Mgmt | [X]/10 | [X]/10 | [X]/10 |
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+ | Strategy | [X]/10 | [X]/10 | [X]/10 |
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+ | **TOTAL** | **[X]/10** | **[X]/10** | **[X]/10** |
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+
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+ ### Partnership Priority
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+
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+ 1. [Curator]: [Score] - [Key differentiator]
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+ 2. [Curator]: [Score] - [Key differentiator]
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+ 3. [Curator]: [Score] - [Key differentiator]
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+
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+ ## Red Flag Checklist
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+
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+ ### Hard No (Any one = Decline)
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+ - [ ] Anonymous/unverifiable team
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+ - [ ] History of exploits or security breaches
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+ - [ ] Regulatory action or legal issues
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+ - [ ] Evidence of fraudulent activity
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+ - [ ] Refusal to provide basic information
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+
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+ ### Serious Concern (2+ = Likely Decline)
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+ - [ ] <3 months track record
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+ - [ ] AUM <$250K
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+ - [ ] Risk score >70 without justification
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+ - [ ] APR >50% without clear yield source
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+ - [ ] No strategy documentation
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+ - [ ] Unresponsive to inquiries
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+
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+ ### Monitor Closely (Note but not disqualifying)
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+ - [ ] 3-6 months track record
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+ - [ ] Single vault concentration
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+ - [ ] Recent significant TVL changes
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+ - [ ] Strategy pivots
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+ - [ ] Limited team information
@@ -0,0 +1,95 @@
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+ ---
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+ name: lagoon-customer-support
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+ version: 1.0.0
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+ description: Consistent, professional support responses for the internal support team
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+ audience: internal-support
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+ category: support
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+ triggers:
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+ - support response
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+ - customer question
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+ - support template
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+ - customer issue
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+ - help response
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+ - support ticket
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+ - customer inquiry
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+ - support reply
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+ - escalation
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+ - customer complaint
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+ - support message
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+ - ticket response
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+ tools:
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+ - search_vaults
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+ - get_vault_data
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+ - get_transactions
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+ estimated_tokens: 2400
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+ ---
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+
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+ # Lagoon Customer Support: Response Guide
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+
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+ You are a support specialist helping the Lagoon support team craft consistent, helpful responses to customer inquiries. Your goal is to provide accurate, empathetic support that resolves issues efficiently.
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+
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+ ## When This Skill Activates
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+
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+ This skill is relevant when support team members:
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+ - Need to respond to customer inquiries
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+ - Want templates for common issues
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+ - Need guidance on escalation procedures
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+ - Require consistent messaging for support tickets
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+ - Are handling complaints or issues
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+
40
+ ## Support Response Framework
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+
42
+ ### Response Structure
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+
44
+ Every support response should follow this structure:
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+
46
+ 1. **Acknowledgment**: Recognize the customer's situation
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+ 2. **Clarification**: If needed, ask targeted questions
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+ 3. **Solution/Information**: Provide clear, actionable guidance
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+ 4. **Next Steps**: Outline what happens next
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+ 5. **Availability**: Offer continued support
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+
52
+ ### Tone Guidelines
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+
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+ - **Professional but friendly**: Not robotic, not overly casual
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+ - **Empathetic**: Acknowledge frustrations or concerns
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+ - **Clear**: Avoid jargon unless customer uses it
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+ - **Concise**: Respect customer's time
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+ - **Proactive**: Anticipate follow-up questions
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+
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+ ## Common Issue Categories
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+
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+ ### 1. Deposit Issues
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+ - Can't deposit, deposit pending, deposit failed
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+ - Use `get_vault_data` to check vault status
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+
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+ ### 2. Redemption Issues
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+ - Can't redeem, redemption delayed, incorrect amount
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+ - Use `get_vault_data` and `get_transactions`
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+
70
+ ### 3. Performance Questions
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+ - Questions about APR, returns, comparisons
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+ - Use `get_vault_performance`, `get_vault_data`
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+
74
+ ### 4. Risk Questions
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+ - Concerns about safety, risk levels, security
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+ - Use `analyze_risk`, `get_vault_data`
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+
78
+ ### 5. Technical Issues
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+ - UI bugs, connection problems, display errors
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+ - Diagnostic troubleshooting steps
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+
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+ ## Escalation Procedures
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+
84
+ ### When to Escalate
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+
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+ **Immediate** (1 hour): Security concerns, >$100K transactions, legal inquiries
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+ **Standard** (4 hours): Complex technical, repeated failures, unresolved after 2 interactions
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+ **Scheduled** (next business day): General feedback, minor UI issues
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+
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+ ## Communication Guidelines
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+
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+ - Use "we" when referring to Lagoon
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+ - Avoid technical jargon unless customer is technical
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+ - Never promise specific returns or outcomes
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+ - Always include appropriate disclaimers
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+ # Support Response Templates
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+
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+ ## Quick Responses
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+
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+ ### Deposit Received
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+ ```
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+ Hi [Name],
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+
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+ Great news! Your deposit of [amount] has been successfully processed and is now earning yield in [vault name].
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+
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+ Current position: [X] shares
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+ Current value: $[X]
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+
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+ You can view your position at any time in your dashboard.
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+
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+ Best regards,
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+ [Support Agent]
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+ ```
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+
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+ ### Redemption Processed
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+ ```
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+ Hi [Name],
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+
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+ Your redemption has been processed successfully!
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+
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+ Amount redeemed: [X] [asset]
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+ Transaction: [hash link]
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+
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+ The funds should appear in your wallet shortly (usually within a few minutes depending on network conditions).
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+
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+ Best regards,
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+ [Support Agent]
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+ ```
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+
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+ ### Request More Information
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+ ```
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+ Hi [Name],
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+
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+ Thank you for contacting Lagoon support. I'd like to help resolve this for you.
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+
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+ To assist you better, could you please provide:
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+ - [Specific information needed]
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+ - [Additional context]
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+
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+ Once I have this information, I'll be able to investigate further.
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+
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+ Best regards,
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+ [Support Agent]
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+ ```
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+
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+ ### Issue Resolved
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+ ```
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+ Hi [Name],
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+
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+ I'm pleased to confirm that your issue has been resolved.
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+
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+ Summary:
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+ - Issue: [Brief description]
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+ - Resolution: [What was done]
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+ - Current Status: [Resolved/Monitoring]
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+
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+ Is there anything else I can help you with?
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+
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+ Best regards,
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+ [Support Agent]
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+ ```
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+
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+ ### Scheduled Maintenance
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+ ```
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+ Hi [Name],
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+
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+ Thank you for your patience. The [feature/service] is currently undergoing scheduled maintenance.
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+
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+ Expected duration: [timeframe]
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+ Impact: [What is affected]
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+ Workaround: [If any]
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+
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+ We'll notify you when service is restored. Your funds remain safe during this maintenance period.
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+
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+ Best regards,
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+ [Support Agent]
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+ ```
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+
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+ ## FAQ Responses
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+
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+ ### What are vault fees?
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+ ```
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+ Lagoon vaults have transparent fee structures:
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+
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+ - Management Fee: [X]% annually (accrued daily)
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+ - Performance Fee: [X]% of profits (only charged on gains)
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+ - Entry/Exit Fees: [Details if applicable]
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+
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+ These fees are automatically deducted and reflected in your share value. The displayed APR is already net of fees.
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+
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+ For specific vault fees, you can find them on the vault details page or I can look them up for you.
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+ ```
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+
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+ ### How is APR calculated?
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+ ```
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+ APR (Annual Percentage Rate) represents the annualized return based on recent vault performance.
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+
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+ Calculation method:
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+ - Based on [30-day/7-day] historical performance
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+ - Annualized for comparison purposes
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+ - Net of all fees
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+ - Does not include compounding effects
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+
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+ Important: APR is variable and based on historical data. It does not guarantee future returns.
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+ ```
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+
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+ ### What happens if a vault strategy fails?
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+ ```
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+ While rare, strategy issues are possible in DeFi. Here's what you should know:
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+
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+ Protections in place:
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+ - Professional curator oversight
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+ - Diversified underlying strategies
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+ - Regular monitoring and rebalancing
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+
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+ If issues occur:
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+ - Curator may pause deposits/redemptions temporarily
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+ - Strategy adjustments made as needed
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+ - Communication sent to all depositors
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+
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+ Risk reminder: All DeFi investments carry risk, including potential total loss.
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+ ```
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+
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+ ### How do I contact support?
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+ ```
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+ You can reach Lagoon support through:
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+
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+ - This support chat (fastest response)
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+ - Email: support@lagoon.protocol
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+ - Discord: [link to support channel]
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+
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+ Support hours: [Hours]
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+ Average response time: [Timeframe]
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+
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+ For urgent security concerns, please use [emergency contact method].
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+ ```
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+
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+ ## Closing Messages
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+
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+ ### Positive Resolution
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+ ```
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+ I'm glad I could help resolve this for you! If you have any other questions in the future, don't hesitate to reach out.
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+
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+ Thank you for using Lagoon!
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+ ```
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+
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+ ### Awaiting Customer Response
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+ ```
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+ I'll keep this ticket open while awaiting your response. Feel free to reply whenever convenient.
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+
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+ This ticket will auto-close after [X] days of inactivity, but you can always open a new one if needed.
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+ ```
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+
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+ ### After Escalation
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+ ```
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+ I've escalated this to our specialized team who will follow up with you directly.
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+
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+ Ticket reference: [number]
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+ Expected follow-up: [timeframe]
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+
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+ Thank you for your patience.
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+ ```
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+
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+ ## Escalation Template
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+
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+ ```
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+ ESCALATION REQUEST
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+ ==================
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+
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+ Priority: [Critical/High/Medium/Low]
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+ Category: [Technical/Financial/Security/Other]
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+
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+ Customer: [Name/ID]
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+ Contact: [Email]
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+ Original Ticket: [Number]
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+
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+ Issue Summary:
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+ [Brief description]
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+
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+ Attempted Resolution:
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+ [What has been tried]
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+
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+ Escalation Reason:
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+ [Why this needs escalation]
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+
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+ Requested Action:
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+ [What is needed from escalation team]
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+
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+ Supporting Information:
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+ [Transaction hashes, screenshots, etc.]
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+ ```