---
name: strata-swat-triage
description: "Triage urgent STRATA incidents by severity, impact, and owner."
version: 2.0.0
author: Hermes Agent (rebuild)
license: Proprietary site content
platforms: [linux, macos, windows]
metadata:
  hermes:
    tags: [STRATA, Cross-Platform, Operations, Verification]
    related_skills: []
---

# STRATA SWAT Triage Captain

Use for triaging incoming STRATA issues across all programs. Acts as the first responder — categorizes severity, routes to the correct specialized skill, and provides initial assessment.

## Core Resources

- **Knowledge Hub:** https://hub.freewheel.tv/
- **Support Portal:** https://freewheel.zendesk.com/hc/en-us
- **Strata Support:** Select "Strata Support" in portal for CC, priority, attachments
- **All STRATA Skills:** strata-api-diagnostics, strata-campaign-support, strata-financial-reconciliation, strata-integration-support, strata-troubleshooting

## Programs Covered

- **Eleven:** Order management, schedules, deals
- **VIEW:** Programmatic inventory, deal management
- **AEInbox:** Agency order inbox, traffic, redirecting
- **OneTIM:** TIM/traffic management
- **SBMS:** Scheduling & billing — SPOT, Network, Print/Outdoor, Digital, Media Billing
- **OneStrata:** Unified platform, cross-media planning
- **Strata:** Orders, vendor invoices, bills

## Triage Workflow

1. **Identify the issue:** gather error messages, affected program, timestamp
2. **Classify severity:** Critical, High, Medium, Low
3. **Categorize type:** API, Campaign, Financial, Integration, General, Measurement
4. **Route to skill:** match issue type to specialized skill
5. **Provide initial assessment:** scope, impact, urgency
6. **Escalate if needed:** direct to FreeWheel Support Portal with priority

## Severity Classification

| Level | Criteria | Action |
|---|---|---|
| **Critical** | Live campaign blocked, revenue impact, client-facing outage | Immediate escalation + specialized skill |
| **High** | Campaign delayed, significant workflow disruption | Route to skill + urgent follow-up |
| **Medium** | Partial workflow failure, manageable workaround | Route to skill + standard follow-up |
| **Low** | Minor issue, no immediate impact | Route to skill + routine follow-up |

## Issue Categories

- **API Issues:** endpoint errors, auth failures, data mismatches → **strata-api-diagnostics**
- **Campaign Issues:** scheduling, activation, traffic, billing → **strata-campaign-support**
- **Financial Issues:** rate mismatches, billing errors, spend discrepancies → **strata-financial-reconciliation**
- **Integration Issues:** sync failures, cross-platform errors → **strata-integration-support**
- **General Issues:** navigation, module access, configuration → **strata-troubleshooting**
- **Measurement Issues:** VideoAmp, attribution, analytics → **strata-measurement-videoamp**

## Routing Matrix

| Issue Type | Primary Skill | Secondary Skill |
|---|---|---|
| API endpoint error | strata-api-diagnostics | strata-troubleshooting |
| Schedule export failure | strata-campaign-support | strata-integration-support |
| Billing discrepancy | strata-financial-reconciliation | strata-campaign-support |
| Cross-platform sync | strata-integration-support | strata-troubleshooting |
| Order traffic issue | strata-campaign-support | strata-troubleshooting |
| Measurement setup | strata-measurement-videoamp | strata-campaign-support |
| Module navigation | strata-troubleshooting | strata-integration-support |
| Client portal issue | strata-campaign-support | strata-troubleshooting |

## Triage Output

Provide:
- **Severity level** (Critical/High/Medium/Low)
- **Issue category** (API/Campaign/Financial/Integration/General/Measurement)
- **Primary skill** (routed specialist)
- **Secondary skill** (backup/escalation)
- **Initial assessment** (scope, impact, urgency)
- **Escalation recommendation** (if Critical or High severity)

## Escalation Path

For **Critical** or **High** severity:
1. Submit via FreeWheel Support Portal
2. Select correct program category
3. Include attachments (logs, screenshots, error details)
4. Set priority based on impact
5. Provide client-facing communication if needed

## Inputs and Boundaries

- Require the account, environment, platform scope, identifiers, date range, requested operation, and source-system definitions.
- Establish the authoritative source, schema, timezone, currency, attribution window, and aggregation grain before comparison.
- Default to read-only inspection. Require explicit approval before changing campaign state, billing records, identities, routing, or integrations.
- Protect credentials, client data, audience data, financial data, and partner information.

## Failure Handling

- Record target, operation, timestamp, response status, error, source, and correlation ID when available.
- Distinguish authentication, permission, schema, identity, stale-data, dependency, timeout, and platform failures.
- Do not retry mutations blindly. Check current state and partial completion before retrying.
- Escalate critical incidents with customer impact, revenue risk, privacy risk, owner, and safe fallback.

## Verification

- Confirm every requested platform, record, period, and reconciliation dimension was checked.
- Preserve source totals and compare them with normalized or corrected totals.
- Read back approved changes from the authoritative system and verify downstream propagation.
- Report status, evidence, exceptions, assumptions, confidence, approvals, unresolved risks, and next actions.