Regulators covered
Which frameworks the energy and utilities pack maps to today.
Adapter coverage
Upstream services Vortalis adapts for this vertical.
No Vortalis-side adapters ship for this vertical today. The calling system holds the upstream credentials (customer relationship system, billing system, smart-metering DCC interface, outage management system) and Vortalis governs the action at the agent boundary rather than at the upstream-API boundary.
Action vocabulary
The policy template for this vertical.
Actions allowed
9
Each action gated by policy at the hot path.
Anticipated require_human actions
- supply.disconnection_warning
- supply.debt_escalation
Rate-limit posture
10 000 enquiry.triaged per 1-hour rolling window; 10 000 outage.detected per 1-hour rolling window; 10 000 billing.query_handled per 1-hour rolling window; 500 supply.disconnection_warning per 1-hour rolling window; 500 supply.debt_escalation per 1-hour rolling window; 10 000 communication.sent per 1-hour rolling window. Defensible for a single supplier's customer operation; high-volume suppliers raise after agreement with the conduct function.
Template path: policies/sectors/energy-utilities/customer-service-outage-template.yaml
Integration brief
The implementation guide your engineers read first.
Available
docs/governance/integration-briefs/energy-utilities-customer-service-outage.md
Honest limits
What this sector pack does not do.
Vortalis does not make the disconnection decision; the supplier does.
The policy template gates 9 actions including enquiry.triaged, outage.detected, and supply.disconnection_warning. It does not run the supplier's customer systems, execute the disconnection, or determine the customer's vulnerability status. The consequential customer-facing decision (the disconnection warning, the debt escalation) is gated behind a named human through the require_human flow; the decision is the supplier's.
Customer-fairness gates depend on the supplier's process.
The require_human gate on supply.disconnection_warning and supply.debt_escalation is the mechanism; the substance of the Standard Licence Condition 25C review (the vulnerability assessment, the ability-to-pay check, the statutory protections) is the supplier's. A misconfigured require_human list is an operator error, not a platform guarantee.
Smart Energy Code accession and DCC arrangements are the supplier's responsibility.
The agent acts on smart-metering data and the DCC interface. The supplier's accession to the Smart Energy Code, the DCC service arrangements, and the metering data-handling obligations are the supplier's. Vortalis tokenises the personal and consumption identifiers on the return path and records the data-access actions; it does not stand in for the supplier's SEC obligations.
Outage operation and restoration run on the supplier's systems.
The agent detects an outage from telemetry and generates a restoration estimate. The actual restoration, the field-crew dispatch, and the outage management system run on the supplier's infrastructure. Vortalis records the agent's outage-related actions; it does not operate the outage management system or restore supply.
The general-purpose honest limits sit at /security/limitations; this list is specific to the energy and utilities pack.
Bring Vortalis to your energy and utilities agents.
Read the integration brief if you would rather start with the engineering detail. Talk to us first if you would rather start with a conversation about your threat model.