Hold the ceiling at A4 for intake & routing. The highest ceiling on the platform. Classification, entitlement and routing are fully machine-decidable and every misroute is self-correcting within one hop. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Hold the ceiling at A4 for tier-1 resolution. Agents resolve the long tail end to end inside a value envelope. Credits above the envelope, and any account closure, hold for a human. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Hold the ceiling at A3 for tier-2 technical. Diagnosis and workarounds are agentic. Declaring a product defect commits engineering capacity and needs a human confirming the call. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Hold the ceiling at A4 for case management. Lifecycle mechanics, SLA clocks and dedupe are pure state management. Only genuinely stuck cases surface to a human. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Hold the ceiling at A3 for knowledge management. Drafting and localization are agentic. Publishing an answer customers will act on requires a human accuracy sign-off — wrong knowledge scales instantly. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Keep the repeatable article volume in the spine and pull the exception tail back into the function. The spine is cheaper per unit; the tail is where the context that prevents rework actually sits.

Agents in this lane may act without a human when the contact sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock.

Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision.

Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. Director, Service Intake owns the response clock.

The ceiling for this lane is 94 on the platform scale. The highest ceiling on the platform. Classification, entitlement and routing are fully machine-decidable and every misroute is self-correcting within one hop. The ceiling is a governance decision, not a technical limit, and only Director, Service Intake can propose moving it.

Agents in this lane may act without a human when the case sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock.

Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision.