# Fictional service contract
POL-01: The invented Southbank Shared Services desk supports rooms, loan AV and facilities. All records and people are synthetic. Asia/Singapore. Episode 01 cutoff 2026-10-15 10:00; plan today's 12:00-13:30 work block.
POL-02: A request row is never discarded. Merge only the same requester, item, occasion and intent with explicit duplicate evidence. Keep child-to-canonical links. A cable needed by a projector is a separate line item, not a duplicate projector.
POL-03: AV is Nia's queue; Facilities is Arun's. Identity approval is handled by sponsor plus identity desk. The triage coordinator Lila chases missing information; chasing is not fulfilment ownership.
POL-04: Today's AV block has 60 labour minutes. Facilities has 90. Estimates are fixed planning inputs, not measured work. Teams may work independently. No overtime, borrowing or partial job completion is authorized.
POL-05: Isolate reported damaged electrical/moving equipment immediately through site safety contact; do not advise repair or energizing. Isolation/notification is requested, not confirmed performed. Schedule safety assessment before ordinary requests in Facilities.
POL-06: For same-day capacity, schedule ready safety jobs first; then ready jobs with earliest needed-by time. Ties use received timestamp then request ID. A whole job must fit. Blocked, duplicate, referred, future and deferred work consumes zero current-window minutes. Scheduled means a plan, not completed or acknowledged.
POL-07: Badges need a named sponsor and explicit approval. No approval means waiting_approval, no access issued. Laptops are out of scope: refer to IT; referral does not mean IT accepted.
POL-08: Unknown date or sponsor means awaiting_info. Preserve a follow-up owner and the exact question. Do not invent priorities, deadlines or service-level promises.
POL-09: On capacity reduction replan from source estimates. Record displaced work and an escalation owner. Coverage reports must distinguish raw rows, unique requests, scheduled jobs, and unresolved requests. Preserve accepted plans as earlier snapshots.
POL-10: Procedure outputs are bounded local operating instructions derived from these rules. No email, ticket writeback, equipment action or third-party contact is performed by this exercise.