Total loss of service

Meridian Mobile internal policy · section 3.2 · fictional, written by the team

A customer with no working service is treated as urgent regardless of the underlying cause, including where the cause is a billing suspension that is itself in dispute.

Service must be restored, or an interim arrangement offered, before the billing question is resolved. An agent must never leave a customer without service pending an investigation.

Where service has been lost for more than 24 hours the customer is entitled to a pro-rata credit, which the agent applies without the customer having to ask.

The rest of the policy

2.1 Callback commitment 2.2 Case ownership 7.2 Retention and churn intent 6.1 Contradictory answers 5.2 Escalation on request 3.1 Fault tickets 7.1 Ombudsman referral 8.1 Plan changes 4.1 Refund window 5.1 Repeat contact 4.2 Unauthorised add-ons

Twelve documents, retrieved with BM25 in plain Python — no vector store. Over a corpus this size, written in the same register as the questions, lexical matching finds the right rule with no index to build and no service to call mid-conversation. Past a few hundred documents that argument flips; it is one function behind one interface.