Skip to content

Check a supplier outage against the SLA before the claim window closes

A leased circuit goes down, the supplier's report lists a shorter outage than your ticket, and the invoice arrives in full. Duvo matches the incident times to the SLA credit schedule and the billed period, then prepares the evidence for the contract owner.

Book a process call

Supplier service credit review

Contract owner decision needed

Review SC-501

Credit review
Unconfirmed
Missing record
Restoration timestamp
Owner
Supplier contract owner

The incident report records the interruption but not restoration; the service-level window cannot be checked from the supplied evidence.

Next action

Request timestamp: send the approved evidence enquiry to the supplier; no credit entitlement or payment adjustment is recorded.

Keep review open: keep the missing timestamp and owner on the review; the invoice is not changed.

Contract owner approves each enquiry

Evidence enquiries and credit referrals are routed only after the contract owner approves them.

View the wider product queue

Supplier service credit review

Supplier outages matched to the SLA credit schedule.

Adds cases
Supplier incident report
Processes cases
Supplier service credit review
Total

24

Pending

5

Postponed

2

In progress

4

Needs input

3

Failed

0

Completed

10

Add filter
Case
Case Status
Credit evidence
Scope
Decision
Exceptions
Next action
Review SC-501
Needs Input
Restoration time absent
Leased circuit
Request timestamp
1
Review SC-502
In Progress
Maintenance exclusion disputed
Managed access
Review maintenance notice
0
Review SC-503
Completed
Enquiry handed over
Transit service
Handoff recorded
0
Review SC-504
Pending
Circuit reference differs
Backhaul invoice
Match service reference
1
Review SC-505
Postponed
Supplier report awaited
Access supplier
Await monthly report
0

Showing 5 of 24 cases

  1. 1

    Approval

    Exceptions pause for the named owner

    Each exception carries the source records, applied rule, recommended action, and the person authorised to decide.

  2. 2

    Credit evidence

    Credit evidence is visible before the action

    Missing outage evidence shows before the contract owner decides whether to send a supplier enquiry.

From outage ticket to a supplier credit decision

Your NOC ticket records when the circuit went down and when it came back. The supplier's monthly report may show a different duration, exclude the incident as planned maintenance or list it under another circuit reference, and the invoice covers a calendar month while the SLA may measure availability over a different period. Many credit schedules also set a deadline for claims. Contract owners need all of that lined up for the same service before they can decide whether a claim is worth making.

  1. 0101

    Link the affected service

    Duvo matches the circuit or service reference across your incident tickets, the supplier's incident and monthly reports, the SLA schedule and the invoice.

  2. 0202

    Measure the outage against the SLA

    Recorded fault and restoration times are compared with the availability or restoration targets and credit bands in the schedule. Missing timestamps and exclusions the supplier claims, such as planned maintenance, are flagged for the owner.

  3. 0303

    Your team decides

    Decide whether to pursue

    The contract owner approves an evidence enquiry to the supplier or a credit referral to procurement and finance.

  4. 0404

    Record the supplier's answer

    The contract owner's enquiry reaches the supplier through the agreed contact route, and the reply is filed with the outage review. Finance handles any credit note that follows.

Your tickets and their reports, on one service reference

Systems and control details

Your incident tickets come from the service management tool. Supplier reports and invoices usually arrive by email or portal, and the SLA sits in the contract store. Duvo lines them up on the circuit or service reference.

Internal incident tickets, Supplier incident reports, SLA and credit schedules, Monthly supplier service reports, Supplier invoices

  • Contract owner approves each enquiry

    Evidence enquiries and credit referrals are routed only after the contract owner approves them.

  • Evidence, not entitlement

    Duvo does not decide contractual entitlement, submit a credit claim the owner has not reviewed or adjust supplier payments.

  • Incident basis preserved

    The agreement version, incident window, disputed exclusions and supplier reply stay linked to the review.

What teams ask about Supplier service credit review

  • What if the supplier's outage time differs from our own ticket?

    Both times are shown with their source. The contract owner decides which to put to the supplier, and the enquiry asks for the supplier's evidence.

  • How is an outage the supplier calls planned maintenance handled?

    It is flagged as a disputed exclusion, with the supplier's statement and your records side by side. Whether the exclusion applies is the contract owner's decision.

  • Does Duvo submit credit claims to suppliers?

    It sends only the enquiries or claims the contract owner has approved, within the contact scope you agree. It never adjusts a supplier payment.

  • Which supplier services make a good first review?

    A supplier with a written credit schedule and recent outages on leased circuits or managed access, with your tickets and their monthly reports for the same months.

Related processes