Reconcile each account's actual negotiated SLA terms against your ticketing tool's configuration, flag drift, and pre-calculate the service credit owed before a breach reaches finance.
Your biggest accounts negotiate custom SLA terms that don't match the standard tier defaults configured in your ticketing tool, so a breach often surfaces from an angry customer's finance team before you've reconciled what you actually owe.
Reconciling contract terms against ticketing configuration by hand only happens after something has already gone wrong.
from the contract record
Approve the credit
Blue Harbor Retail's contract negotiates a 2-hour first-response SLA for Sev-1 tickets, but the ticketing tool is configured to the standard 4-hour tier. A confirmed breach this week has a pre-calculated service credit ready for approval.
Try it — same review surface your operators use, with a representative decision. Nothing here is saved or sent anywhere.
Approving the actual credit issuance, and adjudicating any genuinely disputed breach, stays with your team.
See this workflow against your own queue.
.png)