{
  "easy": {
    "task_id": "easy",
    "difficulty": "easy",
    "max_steps": 8,
    "objective": "Classify a single support ticket and assign the correct priority.",
    "visible_ticket": {
      "ticket_id": "T-EASY-1001",
      "subject": "Unable to download invoice PDF",
      "body": "Our finance analyst cannot download the latest invoice from the billing portal. No production outage. We need the invoice before end of day.",
      "customer_tier": "growth",
      "contract_plan": "annual",
      "region": "us-east",
      "prior_incidents": 0,
      "currently_down": false
    },
    "allowed_values": {
      "categories": ["billing", "technical", "account", "security"],
      "priorities": ["low", "medium", "high", "urgent"],
      "queues": ["billing-general", "technical-l1", "account-ops", "security-response"]
    },
    "policy_hints": [
      "Billing document access issues are usually category=billing.",
      "No outage and low blast radius usually means medium or lower priority."
    ],
    "answer_key": {
      "category": "billing",
      "priority": "medium",
      "route_queue": "billing-general",
      "sla_minutes": 480,
      "escalate": false,
      "reply_must_include": []
    }
  },
  "medium": {
    "task_id": "medium",
    "difficulty": "medium",
    "max_steps": 10,
    "objective": "Classify, prioritize, and route a high-impact billing anomaly with proper SLA.",
    "visible_ticket": {
      "ticket_id": "T-MED-2407",
      "subject": "Invoice doubled after usage-plan migration",
      "body": "After migrating to the new usage plan, our invoice doubled overnight. API remains available but finance blocked all renewals until corrected.",
      "customer_tier": "enterprise",
      "contract_plan": "multi-year",
      "region": "eu-west",
      "prior_incidents": 2,
      "currently_down": false
    },
    "allowed_values": {
      "categories": ["billing", "technical", "account", "security"],
      "priorities": ["low", "medium", "high", "urgent"],
      "queues": ["billing-general", "billing-l2", "technical-l1", "security-response"]
    },
    "policy_hints": [
      "Enterprise revenue-impacting billing incidents should be prioritized aggressively.",
      "Queue selection should align with root issue ownership."
    ],
    "answer_key": {
      "category": "billing",
      "priority": "high",
      "route_queue": "billing-l2",
      "sla_minutes": 120,
      "escalate": false,
      "reply_must_include": []
    }
  },
  "hard": {
    "task_id": "hard",
    "difficulty": "hard",
    "max_steps": 12,
    "objective": "Handle a potential credential leak by applying policy-compliant classification, routing, escalation, and customer response.",
    "visible_ticket": {
      "ticket_id": "T-HARD-7721",
      "subject": "Possible API key leak in CI logs",
      "body": "We found an API key in CI logs that may have been exposed. We revoked one token but are unsure if others leaked. Need immediate guidance.",
      "customer_tier": "enterprise",
      "contract_plan": "regulated",
      "region": "ap-south",
      "prior_incidents": 1,
      "currently_down": false
    },
    "allowed_values": {
      "categories": ["billing", "technical", "account", "security"],
      "priorities": ["low", "medium", "high", "urgent"],
      "queues": ["security-incident-response", "security-response", "technical-l2", "billing-general"]
    },
    "policy_hints": [
      "Potential credential leaks must be treated as security incidents.",
      "Customer response should confirm escalation and immediate remediation steps.",
      "For suspected key exposure, ask customer to rotate credentials.",
      "Communicate a concrete response window."
    ],
    "answer_key": {
      "category": "security",
      "priority": "urgent",
      "route_queue": "security-incident-response",
      "sla_minutes": 120,
      "escalate": true,
      "reply_must_include": [
        "security team",
        "escalated",
        "2 hours",
        "reset your api key"
      ]
    }
  }
}