dexto 1.0.2 → 1.1.0

package/agents/triage-demo/docs/billing-policies.md

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+# TeamFlow Billing Policies & Procedures
+
+## Pricing Plans & Features
+
+### Basic Plan - $9/user/month
+**Billed monthly or annually ($90/user/year, save 17%)**
+
+**Features Included**:
+- Up to 10 team members
+- 5GB storage per team
+- Core project management (tasks, boards, basic reporting)
+- Email support (24-hour response)
+- Mobile apps (iOS/Android)
+- API access (1,000 requests/hour)
+- Basic integrations (Google Calendar, basic file imports)
+
+**Usage Limits**:
+- Maximum 1,000 tasks per workspace
+- 50MB maximum file upload size
+- Email support only
+
+### Pro Plan - $19/user/month
+**Billed monthly or annually ($190/user/year, save 17%)**
+
+**Features Included**:
+- Up to 100 team members
+- 100GB storage per team
+- Advanced project management (Gantt charts, custom fields, advanced reporting)
+- Priority support (8-hour response, chat support)
+- Advanced integrations (Slack, GitHub, Jira, Salesforce)
+- API access (10,000 requests/hour)
+- Custom workflows and automation
+- Time tracking and invoicing
+- Advanced security (2FA, audit logs)
+
+**Usage Limits**:
+- Maximum 10,000 tasks per workspace
+- 100MB maximum file upload size
+- Priority support queue
+
+### Enterprise Plan - $39/user/month
+**Billed annually only ($468/user/year), minimum 25 users**
+
+**Features Included**:
+- Unlimited team members
+- 1TB storage per team
+- Enterprise security (SSO, SAML, advanced compliance)
+- Dedicated customer success manager
+- Phone support (4-hour response SLA)
+- Unlimited API access
+- Custom integrations and white-labeling
+- Advanced admin controls
+- On-premises deployment option (additional cost)
+- 99.95% uptime SLA
+
+**Usage Limits**:
+- Unlimited tasks and projects
+- 500MB maximum file upload size
+- Dedicated support team
+
+## Billing Cycles & Payment Processing
+
+### Billing Dates
+- **Monthly Plans**: Charged on the same day each month as initial subscription
+- **Annual Plans**: Charged once per year on subscription anniversary
+- **Billing Time**: All charges processed at 12:00 AM UTC
+- **Failed Payment Retries**: Automatic retries on days 3, 7, and 14
+
+### Accepted Payment Methods
+- **Credit Cards**: Visa, MasterCard, American Express, Discover
+- **Debit Cards**: Visa and MasterCard debit cards
+- **Enterprise Options**: Wire transfer, ACH (US only), annual invoicing
+- **International**: PayPal for international customers
+- **Cryptocurrency**: Not currently accepted
+
+### Prorated Billing
+- **Plan Upgrades**: Immediate access, prorated charge for remaining billing period
+- **Plan Downgrades**: Takes effect at next billing cycle, no immediate refund
+- **Adding Users**: Prorated charge for new users based on remaining billing period
+- **Removing Users**: Credit applied to next invoice
+
+## Refund Policy
+
+### Refund Eligibility
+
+#### Full Refunds (100%)
+- **New Subscriptions**: Within 30 days of first payment
+- **Service Outages**: If SLA uptime guarantees are not met
+- **Billing Errors**: Duplicate charges, incorrect amounts
+- **Technical Issues**: If service is unusable and cannot be resolved within 48 hours
+
+#### Partial Refunds
+- **Plan Downgrades**: Credit for unused portion (Enterprise to Pro/Basic)
+- **Early Cancellation**: Pro-rated refund for annual plans (minimum 90 days required)
+- **User Reduction**: Credit applied to next billing cycle
+
+#### No Refunds
+- **Basic Plan**: No refunds for monthly Basic plans after 30 days
+- **Temporary Outages**: Outages under 4 hours (within SLA)
+- **User Error**: Data deletion, misconfiguration, or user training issues
+- **Third-party Integration Issues**: Problems with Slack, GitHub, etc.
+
+### Refund Processing Time
+- **Credit Cards**: 5-10 business days
+- **PayPal**: 24-48 hours
+- **Wire Transfer/ACH**: 10-15 business days
+
+## Common Billing Scenarios
+
+### 1. Plan Upgrades
+
+#### Basic to Pro Upgrade
+- **Timing**: Immediate access to Pro features
+- **Billing**: Prorated charge for Pro plan, credit for unused Basic time
+- **Example**: 15 days into Basic monthly cycle → charged $14.50 for remaining Pro time
+
+#### Pro to Enterprise Upgrade
+- **Requirements**: Minimum 25 users, annual billing only
+- **Process**: Requires sales team approval for custom Enterprise features
+- **Migration**: Dedicated success manager assists with transition
+
+### 2. Plan Downgrades
+
+#### Pro to Basic Downgrade
+- **Timing**: Takes effect at next billing cycle
+- **Data Retention**: 90-day grace period for Pro-only data (advanced reports, etc.)
+- **User Limits**: Must reduce team size to 10 users or less before downgrade
+
+#### Enterprise to Pro Downgrade
+- **Notice Period**: 60-day notice required
+- **Custom Features**: Loss of SSO, dedicated support, custom integrations
+- **Partial Refund**: Available for remaining months of annual contract
+
+### 3. User Management
+
+#### Adding Users
+- **Process**: Admin adds users in account settings
+- **Billing**: Prorated charge for remaining billing period
+- **Automatic**: Charges appear on next invoice with detailed breakdown
+
+#### Removing Users
+- **Deactivation**: Admin can deactivate users immediately
+- **Billing Impact**: Credit applied to next billing cycle
+- **Data Retention**: User data retained for 30 days in case of reactivation
+
+### 4. Payment Failures
+
+#### First Failed Payment
+- **Action**: Automatic retry in 3 days
+- **User Impact**: No service interruption
+- **Notification**: Email sent to account admin
+
+#### Second Failed Payment (Day 7)
+- **Action**: Second automatic retry
+- **User Impact**: Warning banner in app
+- **Notification**: Email and in-app notification
+
+#### Third Failed Payment (Day 14)
+- **Action**: Final automatic retry
+- **User Impact**: Account enters "Past Due" status
+- **Features**: Read-only access, limited functionality
+
+#### Account Suspension (Day 21)
+- **Action**: Account suspended if payment still fails
+- **User Impact**: Complete loss of access
+- **Data Retention**: 30-day grace period before data deletion
+
+### 5. Currency & International Billing
+
+#### Supported Currencies
+- **Primary**: USD (US Dollar)
+- **Additional**: EUR (Euro), GBP (British Pound), CAD (Canadian Dollar)
+- **Exchange Rates**: Updated daily, charged in customer's local currency when available
+
+#### International Considerations
+- **VAT/Taxes**: Applied automatically based on billing address
+- **Payment Methods**: PayPal preferred for international customers
+- **Currency Conversion**: Customer's bank may apply additional conversion fees
+
+## Enterprise Billing
+
+### Custom Pricing
+- **Volume Discounts**: Available for 100+ users
+- **Multi-year Agreements**: Additional discounts for 2-3 year contracts
+- **Custom Features**: Additional costs for white-labeling, on-premises deployment
+
+### Invoice Process
+- **Net Terms**: 30-day payment terms standard
+- **PO Numbers**: Purchase order numbers accepted and included on invoices
+- **Multiple Billing Contacts**: Support for separate billing and technical contacts
+- **Custom Payment Terms**: Negotiable for large enterprise accounts
+
+## Billing Support Procedures
+
+### Customer Identity Verification
+Before discussing billing information, verify:
+1. **Account Email**: Customer must provide account email address
+2. **Last Payment Amount**: Ask for recent payment amount/date
+3. **Billing Address**: Verify last 4 digits of ZIP/postal code
+4. **Security Question**: Account-specific security question if configured
+
+### Common Resolution Steps
+
+#### Duplicate Charges
+1. Verify both charges in billing system
+2. Check if customer has multiple accounts
+3. Process immediate refund for duplicate charge
+4. Update payment method if card was charged twice due to processing error
+
+#### Failed Payment Recovery
+1. Verify current payment method on file
+2. Check for expired cards or insufficient funds
+3. Update payment method if needed
+4. Process manual payment if urgently needed
+5. Restore account access immediately upon successful payment
+
+#### Subscription Cancellation
+1. Confirm customer intent to cancel
+2. Offer plan downgrade as alternative
+3. Process cancellation for end of current billing period
+4. Provide data export instructions
+5. Send confirmation email with final billing details
+
+### Escalation Triggers
+
+Escalate to Finance Team when:
+- Refund requests over $500
+- Enterprise contract modifications
+- Custom pricing negotiations
+- Legal or compliance billing questions
+- Suspected fraudulent activity
+- International tax questions
+
+### Billing System Access
+
+#### Internal Tools
+- **Billing Dashboard**: Real-time subscription and payment status
+- **Payment Processor**: Stripe dashboard for transaction details
+- **Invoice System**: Generate and send custom invoices
+- **Refund Portal**: Process refunds up to $500 limit
+
+#### Customer Tools
+- **Account Billing Page**: Self-service billing management
+- **Invoice Download**: PDF invoices for all past payments
+- **Payment Method Update**: Credit card and PayPal management
+- **Usage Reports**: Storage and API usage tracking 

package/agents/triage-demo/docs/company-overview.md

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+# TeamFlow - Company Overview
+
+## About TeamFlow
+
+TeamFlow is a leading cloud-based project management and team collaboration platform that helps organizations streamline their workflows, improve team productivity, and deliver projects on time. Founded in 2019, we serve over 50,000 companies worldwide, from small startups to Fortune 500 enterprises.
+
+## Our Mission
+
+To empower teams to work more efficiently and collaboratively through intuitive project management tools and seamless integrations with the tools they already use.
+
+## Key Products & Services
+
+### TeamFlow Platform
+- **Project Management**: Kanban boards, Gantt charts, task management
+- **Team Collaboration**: Real-time chat, file sharing, video conferencing integration
+- **Time Tracking**: Automated time tracking with detailed reporting
+- **Resource Management**: Team capacity planning and workload balancing
+- **Analytics & Reporting**: Custom dashboards and project insights
+
+### TeamFlow API
+- RESTful API with comprehensive documentation
+- Webhook support for real-time notifications
+- Rate limits: 1,000 requests/hour (Basic), 10,000/hour (Pro), unlimited (Enterprise)
+- SDKs available for JavaScript, Python, PHP, and Ruby
+
+### TeamFlow Mobile Apps
+- Native iOS and Android applications
+- Offline synchronization capabilities
+- Push notifications for project updates
+
+## Service Plans
+
+### Basic Plan - $9/user/month
+- Up to 10 team members
+- 5GB storage per team
+- Core project management features
+- Email support
+- API access (1,000 requests/hour)
+
+### Pro Plan - $19/user/month
+- Up to 100 team members
+- 100GB storage per team
+- Advanced reporting and analytics
+- Priority email and chat support
+- Advanced integrations (Slack, GitHub, Jira)
+- API access (10,000 requests/hour)
+- Custom fields and workflows
+
+### Enterprise Plan - $39/user/month
+- Unlimited team members
+- 1TB storage per team
+- Advanced security (SSO, 2FA)
+- Dedicated customer success manager
+- Phone support with 4-hour response SLA
+- Unlimited API access
+- Custom integrations and white-labeling
+- Advanced admin controls and audit logs
+
+## Key Integrations
+
+- **Communication**: Slack, Microsoft Teams, Discord
+- **Development**: GitHub, GitLab, Bitbucket, Jira
+- **File Storage**: Google Drive, Dropbox, OneDrive
+- **Calendar**: Google Calendar, Outlook, Apple Calendar
+- **Time Tracking**: Toggl, Harvest, RescueTime
+- **CRM**: Salesforce, HubSpot, Pipedrive
+
+## Service Level Agreements (SLA)
+
+### Uptime Commitments
+- Basic Plan: 99.5% uptime
+- Pro Plan: 99.9% uptime  
+- Enterprise Plan: 99.95% uptime with dedicated infrastructure
+
+### Support Response Times
+- Basic: Email support within 24 hours
+- Pro: Email/chat support within 8 hours
+- Enterprise: Phone/email/chat support within 4 hours
+
+## Security & Compliance
+
+- SOC 2 Type II certified
+- GDPR compliant
+- ISO 27001 certified
+- Enterprise-grade encryption (AES-256)
+- Regular security audits and penetration testing
+
+## Contact Information
+
+- **Headquarters**: San Francisco, CA
+- **Support Email**: support@teamflow.com
+- **Sales Email**: sales@teamflow.com
+- **Emergency Escalation**: escalations@teamflow.com
+- **Phone**: 1-800-TEAMFLOW (1-800-832-6356) 

package/agents/triage-demo/docs/escalation-policies.md

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+# TeamFlow Escalation Policies & Procedures
+
+## Escalation Overview
+
+The escalation process ensures that complex, sensitive, or high-priority customer issues receive appropriate attention from senior staff and management. This document outlines when to escalate, escalation paths, and procedures for different types of issues.
+
+## Escalation Criteria
+
+### Immediate Escalation (Within 15 minutes)
+
+#### Security & Data Incidents
+- Suspected data breach or unauthorized access
+- Customer reports potential security vulnerability
+- Malicious activity detected on customer accounts
+- Data loss or corruption affecting customer data
+- Compliance violations (GDPR, HIPAA, SOC 2)
+
+#### Service Outages
+- Platform-wide service disruption
+- API downtime affecting multiple customers
+- Critical infrastructure failures
+- Database connectivity issues
+- CDN or hosting provider problems
+
+#### Legal & Compliance Issues
+- Legal threats or litigation mentions
+- Regulatory compliance inquiries
+- Subpoenas or legal document requests
+- Data deletion requests under GDPR "Right to be Forgotten"
+- Intellectual property disputes
+
+### Priority Escalation (Within 1 hour)
+
+#### Enterprise Customer Issues
+- Any issue affecting Enterprise customers
+- SLA violations for Enterprise accounts
+- Dedicated success manager requests
+- Custom integration problems
+- White-label deployment issues
+
+#### Financial Impact
+- Billing system errors affecting multiple customers
+- Payment processor failures
+- Refund requests over $1,000
+- Revenue recognition issues
+- Contract modification requests
+
+#### High-Value Accounts
+- Customers with >$50k annual contract value
+- Fortune 500 company issues
+- Potential churn indicators for major accounts
+- Competitive pressures from large customers
+- Expansion opportunity discussions
+
+### Standard Escalation (Within 4 hours)
+
+#### Technical Issues
+- Unresolved technical problems after 24 hours
+- Multiple failed resolution attempts
+- Customer-reported bugs affecting core functionality
+- Integration partner API issues
+- Performance degradation reports
+
+#### Customer Satisfaction
+- Formal complaints about service quality
+- Requests to speak with management
+- Negative feedback about support experience
+- Social media mentions requiring response
+- Product feature requests from Pro customers
+
+## Escalation Paths
+
+### Level 1: First-Line Support
+- **Technical Support Agent**: Technical issues, bugs, troubleshooting
+- **Billing Agent**: Payment, subscription, pricing questions
+- **Product Info Agent**: Features, plans, general information
+- **Response Time**: 24 hours (Basic), 8 hours (Pro), 4 hours (Enterprise)
+
+### Level 2: Senior Support
+- **Senior Technical Specialist**: Complex technical issues, integration problems
+- **Billing Manager**: Billing disputes, refund approvals, contract changes
+- **Product Manager**: Feature requests, product feedback, roadmap questions
+- **Response Time**: 4 hours (all plans)
+
+### Level 3: Management
+- **Support Manager**: Service quality issues, team performance, process improvements
+- **Engineering Manager**: System outages, security incidents, technical escalations
+- **Finance Director**: Large refunds, contract negotiations, revenue issues
+- **Response Time**: 2 hours
+
+### Level 4: Executive
+- **VP of Customer Success**: Enterprise customer issues, major account management
+- **CTO**: Security breaches, major technical failures, architecture decisions
+- **CEO**: Legal issues, major customer relationships, crisis management
+- **Response Time**: 1 hour
+
+## Contact Information
+
+### Internal Emergency Contacts
+
+#### 24/7 On-Call Rotation
+- **Primary**: +1-415-555-0199 (Support Manager)
+- **Secondary**: +1-415-555-0188 (Engineering Manager)
+- **Escalation**: +1-415-555-0177 (VP Customer Success)
+
+#### Email Escalation Lists
+- **Security Incidents**: security-incident@teamflow.com
+- **Service Outages**: outage-response@teamflow.com
+- **Legal Issues**: legal-emergency@teamflow.com
+- **Executive Escalation**: executive-escalation@teamflow.com
+
+#### Slack Channels
+- **#support-escalation**: Real-time escalation coordination
+- **#security-alerts**: Security incident response
+- **#outage-response**: Service disruption coordination
+- **#customer-success**: Enterprise customer issues
+
+### External Emergency Contacts
+
+#### Legal Counsel
+- **Primary**: Johnson & Associates, +1-415-555-0166
+- **After Hours**: Emergency legal hotline, +1-415-555-0155
+- **International**: Global Legal Partners, +44-20-1234-5678
+
+#### Public Relations
+- **Crisis Communications**: PR Partners Inc., +1-415-555-0144
+- **Social Media Monitoring**: SocialWatch, +1-415-555-0133
+
+## Escalation Procedures
+
+### 1. Security Incident Escalation
+
+#### Immediate Actions (0-15 minutes)
+1. **Secure the Environment**: Isolate affected systems if possible
+2. **Notify Security Team**: Email security-incident@teamflow.com
+3. **Document Everything**: Start incident log with timeline
+4. **Customer Communication**: Acknowledge receipt, avoid details
+5. **Activate Incident Response**: Follow security incident playbook
+
+#### Follow-up Actions (15-60 minutes)
+1. **Executive Notification**: Inform CTO and CEO
+2. **Legal Review**: Consult with legal counsel if needed
+3. **Customer Updates**: Provide status updates every 30 minutes
+4. **External Notifications**: Regulatory bodies if required
+5. **Media Monitoring**: Watch for public mentions
+
+### 2. Service Outage Escalation
+
+#### Immediate Actions (0-15 minutes)
+1. **Status Page Update**: Update status.teamflow.com
+2. **Engineering Notification**: Page on-call engineer
+3. **Customer Communication**: Send service disruption notice
+4. **Management Alert**: Notify Support and Engineering Managers
+5. **Monitor Social Media**: Watch Twitter and community forums
+
+#### Follow-up Actions (15-60 minutes)
+1. **Root Cause Analysis**: Begin investigating cause
+2. **Vendor Communication**: Contact AWS, CloudFlare if needed
+3. **Customer Success**: Notify Enterprise customer success managers
+4. **Regular Updates**: Status updates every 15 minutes
+5. **Post-Incident Review**: Schedule review meeting
+
+### 3. Legal/Compliance Escalation
+
+#### Immediate Actions (0-15 minutes)
+1. **Preserve Records**: Do not delete any relevant data
+2. **Legal Notification**: Email legal-emergency@teamflow.com
+3. **Executive Alert**: Notify CEO and CTO immediately
+4. **Customer Response**: Acknowledge receipt, request legal review time
+5. **Document Control**: Secure all relevant documentation
+
+#### Follow-up Actions (15-60 minutes)
+1. **Legal Counsel**: Conference call with external legal team
+2. **Compliance Review**: Check against SOC 2, GDPR requirements
+3. **Response Preparation**: Draft official response with legal approval
+4. **Internal Communication**: Brief relevant team members
+5. **Follow-up Plan**: Establish ongoing communication schedule
+
+### 4. Enterprise Customer Escalation
+
+#### Immediate Actions (0-1 hour)
+1. **Account Review**: Pull complete customer history and contract
+2. **Success Manager**: Notify dedicated customer success manager
+3. **Management Alert**: Inform VP of Customer Success
+4. **Priority Handling**: Move to front of all queues
+5. **Initial Response**: Acknowledge with management involvement
+
+#### Follow-up Actions (1-4 hours)
+1. **Executive Involvement**: Engage appropriate C-level if needed
+2. **Solution Planning**: Develop comprehensive resolution plan
+3. **Resource Allocation**: Assign dedicated technical resources
+4. **Communication Plan**: Establish regular update schedule
+5. **Relationship Review**: Assess overall account health
+
+## Communication Templates
+
+### Security Incident Notification
+```
+Subject: [URGENT] Security Incident - TeamFlow Customer Data
+
+Priority: Critical
+Incident ID: SEC-2024-001
+Reported: [Timestamp]
+Affected Customer: [Company Name]
+Reported By: [Customer Contact]
+
+Initial Report:
+[Brief description of reported issue]
+
+Immediate Actions Taken:
+- Security team notified
+- Incident response activated
+- Customer acknowledged
+- Environment secured
+
+Next Steps:
+- Investigation in progress
+- Legal counsel engaged
+- Customer updates every 30 minutes
+- Executive team briefed
+
+Incident Commander: [Name]
+Contact: [Phone/Email]
+```
+
+### Service Outage Alert
+```
+Subject: [OUTAGE] TeamFlow Service Disruption
+
+Priority: High
+Outage ID: OUT-2024-001
+Started: [Timestamp]
+Affected Services: [List services]
+Impact Scope: [Geographic/Feature scope]
+
+Symptoms:
+[Description of user-facing issues]
+
+Actions Taken:
+- Status page updated
+- Engineering team engaged
+- Root cause investigation started
+- Customer notifications sent
+
+ETA for Resolution: [Time estimate]
+Next Update: [Time]
+
+Incident Commander: [Name]
+Contact: [Phone/Email]
+```
+
+## Escalation Metrics & SLAs
+
+### Response Time SLAs
+- **Security Incidents**: 15 minutes initial response
+- **Service Outages**: 15 minutes status update
+- **Legal Issues**: 30 minutes acknowledgment
+- **Enterprise Customer**: 1 hour initial response
+- **Standard Escalation**: 4 hours initial response
+
+### Resolution Time Targets
+- **Critical Issues**: 4 hours
+- **High Priority**: 24 hours
+- **Standard Escalation**: 72 hours
+- **Complex Issues**: 1 week with daily updates
+
+### Escalation Success Metrics
+- **Customer Satisfaction**: >95% for escalated issues
+- **First-Call Resolution**: >80% for escalations
+- **SLA Compliance**: >99% for response times
+- **Escalation Rate**: <5% of total support tickets
+
+## Training & Certification
+
+### Escalation Team Requirements
+- **Security Awareness**: Annual security training certification
+- **Legal Compliance**: GDPR and privacy law training
+- **Customer Success**: Enterprise account management training
+- **Communication Skills**: Crisis communication workshop
+- **Technical Knowledge**: Platform architecture certification
+
+### Regular Training Sessions
+- **Monthly**: Escalation scenario drills
+- **Quarterly**: Legal update sessions
+- **Bi-annually**: Crisis communication training
+- **Annually**: Complete escalation process review
+
+## Post-Escalation Process
+
+### Incident Review
+1. **Root Cause Analysis**: Complete within 48 hours
+2. **Process Review**: Evaluate escalation handling
+3. **Customer Follow-up**: Satisfaction survey and feedback
+4. **Documentation**: Update knowledge base and procedures
+5. **Team Debrief**: Discuss lessons learned and improvements
+
+### Continuous Improvement
+- **Monthly Metrics Review**: Escalation trends and patterns
+- **Quarterly Process Updates**: Refine procedures based on feedback
+- **Annual Training Updates**: Update training materials and scenarios
+- **Customer Feedback Integration**: Incorporate customer suggestions