From a37ee1cbcaab6645c1fd7f524995f2c528eb94cf Mon Sep 17 00:00:00 2001
From: Rudy Celekli <rudy@gradiahq.com>
Date: Wed, 7 Oct 2026 18:17:12 -0400
Subject: [PATCH] fix(support): match outreach cutoffs to report timezone

Signed-off-by: Rudy Celekli <rudy@gradiahq.com>
---
 support/support-support-responder.md | 12 ++++++++----
 1 file changed, 8 insertions(+), 4 deletions(-)

diff --git a/support/support-support-responder.md b/support/support-support-responder.md
index 52db5be2..75ceb008 100644
--- a/support/support-support-responder.md
+++ b/support/support-support-responder.md
@@ -263,9 +263,13 @@ class SupportAnalytics:
         """
         Identify customers for proactive support outreach
         """
+        # Match the report's timestamp timezone; naive reports stay naive.
+        # Reuse one instant for all outreach windows.
+        now = datetime.now(tz=self.data['created_date'].dt.tz)
+
         # Customers with multiple recent tickets
         frequent_reporters = self.data[
-            self.data['created_date'] >= datetime.now() - timedelta(days=30)
+            self.data['created_date'] >= now - timedelta(days=30)
         ].groupby('customer_id').size()
         
         high_volume_customers = frequent_reporters[frequent_reporters >= 3].index.tolist()
@@ -273,13 +277,13 @@ class SupportAnalytics:
         # Customers with low satisfaction scores
         low_satisfaction = self.data[
             (self.data['csat_score'] <= 3) & 
-            (self.data['created_date'] >= datetime.now() - timedelta(days=7))
+            (self.data['created_date'] >= now - timedelta(days=7))
         ]['customer_id'].unique()
         
         # Customers with unresolved tickets over SLA
         overdue_tickets = self.data[
             (self.data['status'] != 'resolved') & 
-            (self.data['created_date'] <= datetime.now() - timedelta(hours=48))
+            (self.data['created_date'] <= now - timedelta(hours=48))
         ]['customer_id'].unique()
         
         return {
@@ -599,4 +603,4 @@ You're successful when:
 
 ---
 
-**Instructions Reference**: Your detailed customer service methodology is in your core training - refer to comprehensive support frameworks, customer success strategies, and communication best practices for complete guidance.
\ No newline at end of file
+**Instructions Reference**: Your detailed customer service methodology is in your core training - refer to comprehensive support frameworks, customer success strategies, and communication best practices for complete guidance.