SLA service credit against a named incident
Room for SLA credit on a named incident - not monitoring.
What an SLA credit is
An SLA credit is a service credit you owe when you miss a contractual commitment. Your SLA says 99.9% uptime; you had an outage; the contract specifies a credit. That credit is an SLA credit.
Ackord handles the acknowledgment workflow - getting customer sign-off on the credit before you issue a credit note. The Room is where CS and customer admin confirm or dispute the credit.
Why name the incident
Every SLA credit in Ackord ties to a specific incident. Not "Q3 availability issues" - a specific outage with a date, a description, and a clear scope.
Naming the incident means both sides agree on what the credit covers. No ambiguity about whether this credit settles that outage or some other problem. One incident, one credit, one acknowledgment.
The Room (ack before credit note)
The Room is a magic-link page where your customer admin confirms or disputes the credit. No login required - they click a link, see the incident and amount, and choose Confirm or Dispute.
Confirm means they accept the credit as commercial close of the incident. Dispute means they do not accept - no credit note is issued, and you have a clear record that the customer rejected the terms.
vs goodwill credit
An SLA credit comes from a contractual obligation - you missed a metric, the contract says you owe a credit. A goodwill credit is discretionary - you are offering it as a gesture, not because the contract requires it.
Both still go through the Room. Both still name the incident. The difference is whether the credit is contractually obligated or offered at your discretion.
Start a claim
Create a claim with the incident details, the SLA clause that applies, and the credit amount. Send it to your customer admin. They confirm or dispute in the Room.
Once confirmed, you have the acknowledgment you need to issue the credit note. The incident is commercially closed.