SLA Credit Calculation Agent
Calculates and applies service-level-agreement credits owed to customers based on measured uptime, response-time, or performance breaches against contract terms.
SLA commitments — uptime percentages, incident response times, resolution windows — are defined in contracts but rarely wired directly into billing systems, leaving finance dependent on manual notification from customer success or support teams when a breach occurs
This creates two failure modes: credits owed are missed entirely because no one flagged the breach in time, or credits are miscalculated because the tiered credit schedule (e.g., 5% credit for 99.0-99.5% uptime, 10% for below 99.0%) is applied inconsistently by hand
Customers who track their own SLA metrics closely will catch under-crediting and escalate, damaging trust, while over-crediting quietly erodes revenue without anyone noticing
Each contract can have different measurement windows, exclusions (scheduled maintenance, force majeure), and credit caps, making manual calculation genuinely error-prone at scale
The agent ingests uptime and performance monitoring data alongside each contract's specific SLA terms, tiers, exclusions, and credit caps, and automatically calculates any credit owed at the end of each measurement period. It generates the credit memo with full supporting calculation detail, routes it for approval if it exceeds a threshold, and applies it to the customer's next invoice.
Ingest Performance Data And SLA Terms
- Pull uptime, response-time, and resolution-time metrics from monitoring systems
- Load each contract's SLA tiers, measurement window, and exclusions
- Normalize metrics to the contract's defined measurement methodology
Detect Breaches And Calculate Credits
- Compare measured performance against each SLA tier threshold
- Apply approved exclusions (maintenance windows, customer-caused outages)
- Calculate the credit amount per the contract's tiered schedule and cap
Route For Approval And Documentation
- Auto-approve credits below a configured materiality threshold
- Route larger credits to finance or customer success leadership for sign-off
- Generate a supporting calculation document referencing raw metrics
Apply Credits And Notify
- Post the approved credit to the customer's account or next invoice
- Send a transparent notification to the customer explaining the breach and credit
- Log the breach and credit history for contract renewal and QBR discussions