/**
 * Shared types, enums, and lifecycle maps for `@happyvertical/smrt-support`.
 *
 * Domain language follows the HappyVertical support glossary: a **Support
 * Case** is the canonical record of a client support request; **Support
 * Interactions** are channel transports attached to it; **Service Targets**
 * are operational clocks (not contractual SLAs); a **Managed Support Plan**
 * carries the client-facing terms while a **Support Compensation Plan**
 * carries the provider-facing terms — the two are never merged.
 */
/** Support Case lifecycle states (FR-29b). */
export type SupportCaseStatus = 'new' | 'triaged' | 'assigned' | 'in_progress' | 'waiting_on_client' | 'escalated' | 'resolved' | 'closed';
/**
 * Legal Support Case status transitions, enforced at save time by
 * {@link SupportCase} (S5 guarded-lifecycle idiom — raw mass-assignment on a
 * generated route cannot skip states). Reopening (`resolved`/`closed` back to
 * an active state) is legal here; the reopen bookkeeping (count, history
 * event) is layered by `SupportCaseService.reopen()`.
 */
export declare const SUPPORT_CASE_STATUS_TRANSITIONS: Record<SupportCaseStatus, SupportCaseStatus[]>;
/** Case statuses considered "open" for create-or-join intake dedup. */
export declare const OPEN_SUPPORT_CASE_STATUSES: SupportCaseStatus[];
/** Client-facing priority (ordering/urgency inside a queue). */
export type SupportCasePriority = 'low' | 'normal' | 'high' | 'urgent';
/** Transport kind a Support Interaction arrived through. */
export type SupportChannelKind = 'chat' | 'email' | 'phone' | 'voice' | 'web' | 'api';
/** Direction of a Support Interaction relative to the Client. */
export type SupportInteractionDirection = 'inbound' | 'outbound' | 'internal';
/** Who performed an interaction or case event. */
export type SupportActorKind = 'client' | 'specialist' | 'agent' | 'system';
/** Append-only case audit event types. */
export type SupportCaseEventType = 'created' | 'interaction' | 'transition' | 'assignment' | 'ai_run' | 'handoff' | 'human_requested' | 'escalation' | 'target_scheduled' | 'target_satisfied' | 'target_breached' | 'target_paused' | 'target_resumed' | 'work_linked' | 'reopened' | 'plan_applied' | 'time_recorded' | 'note';
/** What kind of transport container a channel binding points at. */
export type SupportBindingKind = 'chat_room' | 'email_account';
/** Operational Work Item link kinds carried by a {@link SupportWorkLink}. */
export type SupportWorkLinkKind = 'support_work_item' | 'development_work_item';
/** Service Target clock types (FR-30/FR-31). */
export type ServiceTargetType = 'acknowledgement' | 'response' | 'update' | 'resolution';
/** Service Target clock states. */
export type ServiceTargetStatus = 'pending' | 'paused' | 'satisfied' | 'breached' | 'cancelled';
/** Why a case was escalated. */
export type SupportEscalationReason = 'target_breach' | 'target_risk' | 'manual' | 'ai_trigger';
/** AI support workflow phases (FR-28a). */
export type SupportAiRunPhase = 'acknowledge' | 'classify' | 'answer' | 'troubleshoot' | 'resolve';
/** Terminal outcome of one AI workflow phase run. */
export type SupportAiRunOutcome = 'completed' | 'skipped' | 'failed' | 'handed_off';
/** What triggered a Human Handoff (FR-28b). */
export type HumanHandoffTrigger = 'client_request' | 'low_confidence' | 'high_severity' | 'sensitive' | 'failed_resolution' | 'target_risk' | 'policy' | 'manual';
/** Service Time Entry lifecycle (FR-36). */
export type ServiceTimeEntryStatus = 'draft' | 'submitted' | 'approved' | 'rejected' | 'corrected';
/**
 * Legal Service Time Entry status transitions. `approved → corrected` is the
 * only exit from `approved` and is reachable exclusively through the explicit
 * correction path (the approved snapshot itself stays frozen).
 */
export declare const SERVICE_TIME_ENTRY_STATUS_TRANSITIONS: Record<ServiceTimeEntryStatus, ServiceTimeEntryStatus[]>;
/** How a Service Time Entry was produced (FR-40). */
export type ServiceTimeEntrySource = 'timer' | 'manual' | 'import' | 'agent';
/** Who/what delivered the work behind a Service Time Entry. */
export type SupportParticipantKind = 'human' | 'agent';
/** Which approval path accepted a Service Time Entry (FR-36). */
export type TimeEntryApprovalPath = 'automatic' | 'operator' | 'client' | 'threshold';
/** Derived commercial snapshot lifecycle (charges and compensation). */
export type SupportSettlementStatus = 'pending' | 'final' | 'corrected' | 'voided';
/** Support Specialist availability window kinds. */
export type SupportAvailabilityKind = 'weekly' | 'on_call' | 'time_off';
/** Support Specialist activation state. */
export type SupportSpecialistStatus = 'active' | 'inactive';
/** Project Support Qualification levels. */
export type SupportQualificationLevel = 'trainee' | 'qualified' | 'expert';
/** A weekly coverage window in a plan's coverage calendar. */
export interface CoverageWindow {
    /** 0 = Sunday … 6 = Saturday (JS `Date#getDay` convention). */
    weekday: number;
    /** Minutes from midnight, inclusive start. */
    startMinute: number;
    /** Minutes from midnight, exclusive end. */
    endMinute: number;
}
/** Per-severity Service Target minutes; `null` disables that clock. */
export interface ServiceTargetMinutes {
    acknowledgementMinutes: number | null;
    responseMinutes: number | null;
    updateMinutes: number | null;
    resolutionMinutes: number | null;
}
/** One step of a plan's escalation policy, applied in `level` order. */
export interface EscalationStep {
    level: number;
    action: 'notify' | 'reassign';
    /** Profile ids to notify (recorded on the escalation; delivery is app-side). */
    notifyProfileIds?: string[];
    /** Minutes after the previous step before this one fires (0 = immediately). */
    delayMinutes?: number;
}
/** A severity definition entry in a plan (key → labels). */
export interface SeverityDefinition {
    label: string;
    description?: string;
}
/**
 * Default severity vocabulary used when a plan doesn't define its own.
 * `sev1` is the most severe.
 */
export declare const DEFAULT_SEVERITY_DEFINITIONS: Record<string, SeverityDefinition>;
/** Time-entry approval policy carried by a Managed Support Plan (FR-36). */
export interface TimeApprovalPolicy {
    /** Base path when no threshold applies. */
    mode: 'automatic' | 'operator' | 'client';
    /** Entries longer than this require review even under `automatic`. */
    thresholdMinutes?: number;
    /**
     * Entries pricing above this amount require review even under `automatic`.
     * Integer minor units, matching `SupportCharge.amount` it is compared
     * against — `$19.99` is `1999` (#2401).
     */
    thresholdAmount?: number;
}
/** One piece of work evidence attached to a Service Time Entry. */
export interface TimeEntryEvidence {
    kind: string;
    ref: string;
    label?: string;
}
/**
 * Parse a JSON value stored as text, returning the fallback on malformed
 * input (never throws — stored JSON may predate schema changes). Accepts an
 * already-parsed value (e.g. a `type: 'json'` column that hydrated as an
 * object) and hands it back unchanged.
 */
export declare function parseJsonField<T>(raw: unknown, fallback: T): T;
/** Parse a JSON array-of-strings field, tolerating malformed input. */
export declare function parseStringArrayField(raw: string | null | undefined): string[];
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