# SUPPORT-01 — BK-42 internal handoff draft

*Fictional internal working document. Prepared only: not submitted to an intake, sent to another agent or applied to the case.*

**Cutoff:** 8 September 2030, 14:00 UTC. **Current case owner:** Jordan, assigned Support Agent. **Case:** open. **Latest customer message:** M4; no response to it has been sent. This handoff accompanies a prepared customer reply, not a completed resolution.

## What Rae needs

1. A working replacement for the expired Meeting Kit download D-01.
2. Readable instructions instead of G-OLD's permission prompt; Rae asked either for access or another way to read the guide.

The two issues have different states. Providing a public help route answers the guide question in the draft; the resource download still needs further processing. Do not close both as resolved.

## History and completed checks

- Rae supplied BK-42 and reported trying Chrome, Safari, a private window and clearing browser data before M1. M3 and M4 repeat that this information was already supplied. These are customer-reported attempts, not browser tests performed by support. Do not ask for them again without a new reason.
- E1 completed verification of Rae's original Meeting Kit request using existing case information. It does not need to be repeated at this point.
- E0 records only the original delivery on 5 September 2030 at 10:00 UTC. E2 confirms D-01 expired on 7 September 2030 at 10:00 UTC; no extension or replacement was performed.
- M2 incorrectly said links never expire and a replacement is automatic within one hour. N1 records use of archived O1; the prepared customer reply corrects those statements. No completed action can be inferred from M2.
- E3 confirms G-OLD points to an internal draft, causing the permission prompt; it is not an account-permission failure for Rae. H1 is the approved public guide at help/meeting-kit.en.md, requiring no sign-in or grant. E3 did not change any permission. H1 is linked in the prepared reply, which has not been sent.

## Policy and authority for this case

P2 revision 2.0, effective 1 September 2030, applies explicitly to replacement requests received on or after that date, including this 8 September case. Under P2.2, verification and a Resource Reviewer's package check are separate prerequisites. Verification is complete; the package check is not.

O1 is an archived macro, not current policy. X1 is the complete historical BK-09-only exception and completed send for that other case; it gives no approval or standing rule for BK-42.

Jordan may explain status, share H1, and prepare or submit the Resource Review intake request. Only a Resource Reviewer can complete the package check, and only Fulfilment can create and send a replacement after the prerequisites are complete. No Resource Reviewer is assigned yet; reviewer identity and a completion time remain unset.

## Outstanding state and next action

The intake request remains prepared but unsubmitted, so it is not queued. No package check, replacement approval, new link, replacement send or permission grant has occurred. No completion time has been approved. Both this handoff and the customer reply remain unsent, and the case remains open. These are explicit cutoff facts from S1, not assumptions from an absent log entry.

**Jordan's accepted next action, not yet performed:** after reviewing the reply draft, submit the Resource Review intake request for the current Meeting Kit package with E1's completed verification and the package-check requirement. N2 supplies this commitment; this document does not execute it.

The internal reason for the required check is N1's PKG-INDEX-CHECK packaging-index note. Keep that working label and packaging detail out of the customer reply. The request needs a reviewer to confirm the current package is suitable for release before Fulfilment can issue a replacement. Reviewer allocation and a completion time remain unset. Suggested follow-up after an actual submission: ask the intake process for those details, without describing them as already assigned or agreed.

Keep E1–E3 and S1 with the next update. Record an actual submission before changing “prepared” to “submitted” or “queued,” and a completed review and Fulfilment record before reporting a replacement sent. A later record may update the relevant stage; it does not rewrite what was true at this cutoff.