Solution
For support operations, customer success, and legal teams at companies with negotiated contracts: every ticket checked against the terms actually sold.
The problem
Service terms live in a legal repository; agents live in a ticketing system that has never read them.
Premium support delivered to standard-tier customers because nobody can check the tier fast enough to say no.
The SLA credit clause is discovered when the customer invokes it, long after the response clock started.
The product, not a promise
How it works
Customer contracts, MSAs, SOWs, and addendums load from the legal repository.
The agent pulls response-time guarantees, support tiers, included modules, penalty clauses, and expiry dates.
Extracted terms map to the customer profile in your ticketing system.
Each incoming ticket is checked against actual entitlements before work starts.
Out-of-scope requests, expiring coverage, and contract gaps surface to the agent in the ticket.
Who it's for
Support agent
Head of support
Legal & risk
Service terms live in signed MSAs, SOWs, and addendums locked in a legal repository. Support agents live in a ticketing system that has never read them. The result is predictable: premium support delivered to standard-tier customers, penalty clauses discovered only after the SLA was missed, and simple tickets escalating because nobody can produce the agreed terms fast enough.
This solution reads customer contracts and every amendment, extracts the terms that govern service — response-time guarantees, support tiers, included modules, penalty and credit clauses, renewal and expiry dates — and maps them to the customer profile in your ticketing system. When a ticket arrives, the agent checks it against the customer’s actual entitlements before anyone starts work. Covered requests proceed with the right priority and the right clock. Out-of-scope requests are flagged with the clause that says so — turning accidental over-servicing into a deliberate commercial decision, and a contract gap into an upsell conversation instead of quiet revenue leakage.
Disputes shrink the same way. Ambiguity over renewal dates, credits, or coverage limits stops being an argument when the agent retrieves the exact clause and page number in seconds. Support answers with evidence, and Legal stops fielding routine lookup requests from the service floor.
Entitlement decisions touch revenue, margins, and customer relationships, so every check leaves a trace: the source clause, the extracted term, and the decision are logged together. Complex, custom-negotiated support packages scale across thousands of accounts because the system of record is the signed contract itself — amendments and addendums included — and any agent can prove what was sold. Support operates on the signed reality.
Objections, answered
Every answer carries the source clause and page number from the signed contract, so an agent or a customer can verify it directly. Ambiguous or conflicting terms are flagged for a person instead of guessed.
That is the case it is built for. Each contract is read individually — amendments and addendums override base terms — so a thousand accounts can have a thousand different support packages and every ticket still checks against the right one.
Every entitlement check records the source clause, the extracted term, and the decision, together. When a service credit is disputed, the history of what was checked and honored is already assembled.
No. Extracted terms map into the customer profile of the system you already run, and agents see entitlements inside the ticket. First linked accounts are typically live in days.
Watch a live ticket get checked against its actual terms — tier, clock, and clause — in the demo.
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