Growth · Part of Client Billing
SLA breach penalties
Evaluate SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.) clauses against actuals at period close and fold any breach penalty into the invoice as a capped credit. The credit the client is owed, applied automatically, not forgotten.
For the operator
SLA clauses on the contract are evaluated automatically at period close against the period's actuals, honoring consecutive-breach triggers and grace periods. Activated breaches appear as capped credit lines on the invoice; finance approves or overrides each (override reduces only, with a reason) and cannot submit while any adjustment is pending. No manual cross-check of an SLA report against an invoice.
Business impact
Service credits are a contractual obligation contact centres routinely apply late or miss entirely, which erodes trust and invites audit. Automating breach evaluation and invoice adjustment means credits are calculated consistently, capped per the contract, and applied before the invoice goes out, so clients see a provider that holds itself to its own SLAs and finance stops fielding disputes about credits that should have been there in the first place.