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Aavenir Atlas early access is open Contractflow on the ServiceNow Store since 2019 Runs on ServiceNow, or standalone ProcureTech100 2025/26 Pioneering Digital Solution ISO/IEC 27001:2022 certified, SOC 2 Type 2 compliant

Use case · Service credit recovery

Which outages earned credits we never claimed?

Describe the incident and Aavenir Atlas finds every contract whose service levels it breached, the credit each one allows and the date the claim window closes. Obligationflow then puts each claim in front of an owner before that date.

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Definition

What is service credit recovery?

Service credit recovery is the process of matching a supplier's missed service levels to the credit terms in its contract, working out what is owed, and claiming it in writing before the contract's claim window closes.

A service credit is the refund a contract grants when a supplier misses an agreed service level, such as monthly availability. Many agreements make the customer claim it, in writing, within a set period, and treat a late claim as waived. Aavenir Atlas reads the service level schedules and credit clauses across the portfolio, so the people who see the outage also see what it is worth.

  • Service levels, credit bands and claim windows extracted and cited
  • Ask which contracts an incident affects and get them ranked by credit
  • Monthly SLA reports tracked as obligations with an owner
  • Claim deadlines become dated tasks that escalate when overdue
  • Matching monitoring data to thresholds automatically is on the Atlas roadmap

Why it leaks

Why credits expire before anyone claims them.

The claim is manual

Credits rarely apply themselves. Someone has to write to the supplier and ask.

Evidence sits elsewhere

Uptime lives in a monitoring tool, and the threshold lives in a PDF schedule.

The window is short

The claim period runs from the month end or the report, and it passes quietly.

Nobody owns the join

Operations knows about the outage, procurement knows the contract, and neither connects them.

How it works

From the outage to a claim on the record.

  1. Targets, measurement periods and credit bands from each SLA schedule Claim method and claim window, cited to the clause Caps on total credits per month or per year.

  2. Describe the outage: services, sites, start and duration Atlas returns the contracts whose service levels it breached Results ranked by the credit each contract allows.

  3. Each report is a recurring task with an owner The supplier's report arrives by email and files to the task Overdue reports escalate to the next person in one click.

  4. The claim deadline is a dated task with an owner The claim letter and the supplier's reply stay on the task The credit outcome is recorded for the next renewal review.

Questions

Talk to a contract expert

Bring a few sample agreements. We will show you Aavenir AI reading them, on ServiceNow or standalone.

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Service credits, by product and team

Aavenir Atlas The product behind this use caseLearn more Obligationflow SLA reports and claim deadlines with ownersLearn more IT SLAs and credits inside ServiceNowLearn more

Frequently asked questions (FAQ)

Common questions

What is an SLA service credit?

A service credit is a refund or fee reduction a contract grants when a supplier misses an agreed service level, such as monthly availability. Many contracts require the customer to claim it in writing within a fixed window, so tracking the window matters as much as the breach. See obligation tracking.

How do you find service credits you are owed?

List every contract's service levels, credit bands and claim windows, compare each period's performance with the targets, and claim before the window closes. Atlas finds and cites the credit terms and the contracts an incident affected, and Obligationflow tracks each claim to an owner. See Obligationflow.

Can Atlas pull outage data from our monitoring tools?

Not yet. Today you describe the incident or the supplier's SLA report arrives as evidence on an Obligationflow task, and Atlas finds the contracts and credits involved. Connecting performance and invoice data so credits are found without being asked is on the Atlas roadmap. Request Atlas early access.

Who should own service credit claims?

Usually the service owner who sees the outage, with procurement or vendor management approving the claim. Aavenir routes each claim deadline to an owner by rules you set, keeps the claim and the supplier's reply on the task, and records the outcome for renewal. See the IT view.

Have a question we have not answered? Ask the Expert

Schedule a demo

See your contracts run on one record.

  • 1 A 30 minute walkthrough Built around your team, whether that is procurement, legal, IT or finance.
  • 2 Your contracts, not ours Bring a few sample agreements and watch Aavenir AI extract and review them.
  • 3 ServiceNow or standalone We show the deployment that fits the systems you already run.

Prefer to talk first? Contact the team.