{
  "id": "workflow:vip-support-program-management",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-types.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "VIP Support Program Management",
    "workflowKind": "governance",
    "triggerType": "scheduled",
    "typicalCadence": "weekly",
    "complexity": "cross-team",
    "description": "Manages the premium support tier for high-value customers — assigning\ndedicated support representatives with deep account context and\nrelationship continuity, configuring priority queue routing that ensures\nVIP tickets bypass standard queue wait times, defining and monitoring\nenhanced SLA guarantees with contractual obligation tracking, conducting\nproactive health checks and system reviews before issues escalate, managing\nexecutive escalation paths with defined response commitments, coordinating\nVIP customer feedback directly with product leadership, tracking program\neconomics including cost-to-serve versus premium revenue, reviewing VIP\ntier qualification criteria and customer movement between tiers, and\nmaintaining VIP customer satisfaction scores significantly above standard\ntier benchmarks. Produces VIP program health reports, SLA compliance\ndashboards, and cost-to-serve analyses. Excludes standard support\noperations and contract pricing.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:vip-support-program-management",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "role:business-analyst",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "skill-area:customer-success",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "skill-area:revenue-operations",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "domain:customer-relations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "responsibility:slo-definition",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "responsibility:capacity-planning",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:vip-support-program-management",
      "to": "org-unit:customer-success",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}