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Check the supplier credit evidence against the service agreement

Incomplete outage records can leave a potential supplier credit unresolved. Duvo would link the incident evidence to the agreement and prepare the contract owner’s review.

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Proposed application

This proposed workflow does not determine contractual entitlement, submit an unreviewed credit claim or adjust payments. Provisioning, disconnection and network changes are outside scope.

Supplier service credit review · Illustrative

Illustrative review

Review SC-501 · Synthetic

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: retain the missing timestamp and owner in the review; the invoice is not changed by this workflow.

Contract owner approval

The contract owner approves the evidence enquiry or potential credit referral before it is routed.

Illustrative workflow example
View the wider product queue

Supplier service credit review · Illustrative

Proposed workflow using synthetic records.

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
Exclusion disputed
Managed access
Review maintenance record
0
Review SC-503
Completed
Enquiry handed over
Transit service
Handoff recorded
0
Review SC-504
Pending
Service 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

    The proposed review would surface missing outage evidence before the contract owner decides whether a supplier enquiry is warranted.

Illustrative workflow example

Link the incident window to the supplier credit review

Supplier outages, service reports and invoices often use different references or reporting periods. A contract owner needs the same service and incident window in view before deciding whether to pursue a credit.

  1. 0101

    Link the affected service

    Duvo would match the supplier service reference across the incident report, service-level agreement, monthly report and invoice period.

  2. 0202

    Prepare the credit evidence

    Duvo would compare recorded incident windows with the supplied service-level rules and flag missing timestamps or possible exclusions without declaring entitlement.

  3. 0303

    Your team decides

    Approve the supplier enquiry

    The contract owner would approve an evidence enquiry or potential credit referral to procurement and finance. Contract interpretation and any credit claim remain the authorised team’s decision.

  4. 0404

    Record the supplier follow-up

    Within the agreed contact scope, Duvo would route the approved enquiry and attach the response to the review. Finance would separately decide the treatment of any issued credit.

Match the incident, agreement and billed service

Systems and control details

Begin with one supplier service and the governing agreement version. Define the source of incident times and permitted supplier communications before evaluating a connected process.

Supplier incident report, Service-level agreement, Monthly service report, Supplier invoice

  • Contract owner approval

    The contract owner approves the evidence enquiry or potential credit referral before it is routed.

  • Review before entitlement

    This proposed workflow does not determine contractual entitlement, submit an unreviewed credit claim or adjust payments. Provisioning, disconnection and network changes are outside scope.

  • Preserve the incident basis

    Keep the agreement version, incident window, disputed exclusions and supplier reply linked to the review. A potential credit stays unconfirmed until the authorised team records its decision.

Contracted guarantee

5x ROI, guaranteed

If measured results fall below 5x the total proposal price, the whole contract is free.

What teams ask about Supplier service credit review

  • When does Supplier service credit review run?

    A supplier incident report indicates a possible service-level shortfall for a billed service.

  • Who owns Supplier service credit review?

    Telecom supplier management and service assurance finance

Related processes