Trust and grading
How grading works, and how to argue with it
Your grades are what your record says, and your record is what you show people. Here is how a ticket is scored, who checks it, and how you argue with it.
Grading, in two numbers
11
rubric dimensions, each scored on its own
10
day target on an appeal, which ends upheld or revised
How it works
Three stages, in this order
Every graded ticket and case goes through the same three, on every plan.
1. Every closed ticket is scored, part by part
Not one overall mark. Each part of the rubric gets its own score, and you see the reason next to every one. The same parts, on every ticket, for every person.
2. Dispute a grade and it is checked again
Scoring is automatic, on every plan, free included. Dispute any grade from your past tickets: it is checked again, and if that does not settle it, a person reviews it within 48 hours.
3. Appeal a score you still disagree with
An appeal is your written case about one graded ticket, sent to support@zeloric.io. It goes to a person, not back to the AI trained for this work. We aim to answer within ten days, and every appeal ends upheld or changed, with a note saying why. None is closed without an answer.
The rubric
The dimensions you are scored on
The names are the grader's own, in the order it reports them. The free ticket is graded on the core ones, which is how it can tell you where you already stand.
- Tone & empathyDid your replies suit this customer, and calm things down when they were upset?
- Diagnostic qualityDid you reproduce the problem and find its real cause?
- Communication clarityWere your updates clear, professional and right for a customer to read?
- SLA disciplineDid you reply and resolve within the ticket's time limit (its SLA: the response time the customer was promised)?
- Resolution correctnessDid you apply the fix that actually solves the problem?
- DocumentationDid you write down what happened and how it was fixed, clearly?
- Judgement on the AI's suggestionWhen the AI trained for this work suggested an answer, were you right to accept it, correct it or overrule it? Trusting a wrong suggestion ships the wrong fix; overruling a right one wastes an hour proving it again. What counts is matching the evidence, not agreeing with the AI.
- Ticket admin accuracyDid you file the ticket under the right product area, and judge correctly whether the product itself is at fault? Filing an outage as a product fault sends it to the wrong team and costs a day.
- Priority judgementDoes the priority you set match how serious it really is? A customer saying "urgent" is information, not a priority. Marking everything P1 to be safe counts as a mistake, not caution.
- Escalation judgementWas passing it to engineering (or not) the right call, and did your handover give a developer what they needed? Escalating what you could solve wastes their time; sitting on a real fault wastes the customer's.
- Technical depthDo you name the actual thing (the job, the query, the field, the service) or only wave at it? "The export was broken and now works" is not depth, however confidently it is written.
The AI trained for this work
What the AI trained for this work does, and what it cannot do
It scores your work against the rubric and writes the reason beside each score.
It never gives you the answer while you work. Hints push you on; they do not solve it, and the answer is never sent to your browser.
It does not have the last word. A grade you dispute that a recheck does not settle goes to a person.
Using the AI trained for this work on a ticket is not cheating. You are expected to use it, and how you use it is graded, because that is how the job is done now.
Fairness
What makes it the same for everybody
Each desk has its own rubric: the same parts, in the same order, for every ticket and every person on that desk, with its parts scored on every shift worked on that desk.
The grader sees the work, not who did it. Scores come from what was written on the ticket.
Your data
What we hold, and what is public
Records are private until you publish them.
Publishing creates a shareable page; unpublishing removes it.
Leaderboard names are off unless you opt in.
A published record is readable by anybody who has its address: that is what makes it worth sending to an employer. It is not listed anywhere and search engines are asked to skip it, so you decide who sees it.
The leaderboard shows other members your name, as you registered it, and how many of your tickets are graded. No email, employer, photo or score. It is off unless you turn it on under "How you compare".
The privacy notice says what is stored, for how long, and how to have it deleted. Read the privacy notice.
Open now
What is open
Every plan, and what it gives you today.
The Desk: open. You can join, tickets are graded, and records publish.
The free ticket: open, with no sign-up. Your first full shift: open.
The Desk Pro: open. Everything in the Desk, plus scored mock interviews, the quarterly human résumé review with a written review, live group calls, and the job board.
Employers: a free 30-day pilot is open. You screen your own applicants. Zeloric is software.
Grading time
How long a grade takes
Your free ticket is graded the moment you close it. A shift is scored within 24 hours.
A grade is never dropped, guessed, or published without the checks on this page.
Free to start · no sign-up
You do the work. We hand you the record.
Realistic tickets and cases, with AI trained for this work at your side. Your first ticket or case is free and graded on the core checks as soon as you finish it. Every shift after it is scored by AI trained for this work, part by part. If you dispute a score, it is graded again, and a person reviews any the second grade does not settle.