SampleKelvane Precision Components is a fictional company. Its providers, customers and figures are invented; SAP dates and cited research are real.All sample deliverables
NETVarista

Provider contract and SLA health check · Readout Sep 25, 2026

Recover $25,948 now. Save $6,926 a month.

Kelvane pays three providers $77,800 a month. Measured against three months of tickets, they owe $9,958 in service credits and billed $15,990 in error.

Prepared for Kelvane Precision Components3 providers · $77,800 a monthTickets and reports for June to August 2026Engagement Sep 14 to 25, 2026
Recover now
$25,948
Credits $9,958 + billing errors $15,990
Saved every month
$6,926
$83,112 a year
First-year value
$109,060
11.5 times the $9,500 fee, if savings start in October
First claim window closes
Sep 29
4 days after the readout
The answer

Claim what you are owed, then fix the contracts

Recover $25,948 before the claim windows close, then renegotiate Stratavale, keep Tessaline and rebid Quillfire.

Once the disputes and one change request are agreed, that takes $6,926 a month off the invoices, and a draft schedule makes the next contracts measure what Kelvane depends on.

Stratavale reported 100% on July's P1s. We measured 60%.Two tickets paused the clock while waiting on Stratavale's own engineer. The contract only allows a pause while Stratavale waits on Kelvane.
Kelvane pays for what it no longer has26 retired servers, the Toledo annex circuit disconnected in May, and 140 computers never enrolled in endpoint protection.
No credit is paid unless Kelvane claims itAll three contracts require a written claim within 60 or 90 days. None has been filed this year.

Fix this week: 140 unprotected computers. The Querétaro computers bought for line 4 have had no endpoint protection since March, while Kelvane paid for it. Onboard them now, whatever happens to the contract.

Handoffs cost hours. 74 of 1,912 tickets bounced between providers, adding a median of 3.1 hours each. Three operating-level agreements would cut most of that delay.

Where the money is

$25,948 to recover now, then $6,926 a month

Every finding has the contract term, invoice line or ticket data behind it. Open any row for the evidence.

By provider

Stratavale$46,500 a month
$13,450+ $3,806 a month
Tessaline$18,900 a month
$7,650+ $2,000 a month
Quillfire$12,400 a month
$4,848+ $1,120 a month

10 findings

Findings with the amount to recover now and the amount saved every month
FindingProviderTypeRecover nowEvery monthEvidence
July SLA misses: P1, P2, availability and speed to answerStratavaleService credit$4,650None
August SLA misses: P1 and speed to answerStratavaleService credit$2,170None
26 retired servers still billed at $85 a month eachStratavaleBilling error$6,630$2,210
Premium monitoring on 38 development and test serversStratavaleOverspendNone$1,596
Querétaro outage on July 14: 7 hours 50 minutesTessalineService credit$1,650None
Toledo annex circuit billed after its May 29 disconnectTessalineBilling error$4,350$1,450
Grand Rapids billed $4,100 against a $3,550 contract rateTessalineBilling error$1,650$550
Alert triage missed its target in July and AugustQuillfireService credit$1,240None
August service report delivered six days lateQuillfireService credit$248None
140 Querétaro computers billed but never enrolledQuillfireBilling error$3,360$1,120
Total$25,948$6,926
Claim windows and notice dates

Eight dates, and the first is four days away

Credits expire if they are not claimed in time. The plan files every claim on Sep 29; these are the last valid days. Notice dates decide whether Kelvane negotiates from strength or rolls over for another term.

Oct ’26Nov ’26Dec ’26Jan ’27Feb ’27Mar ’27Apr ’27 Readout Five claim windows close within 50 days
  1. Sep 2026Tue
    29
    QuillfireClaim the July triage credit$6204 days after the readout
  2. Oct 2026Tue
    13
    StratavaleClaim July credits and dispute the July P1 report$4,65018 days after the readout
  3. Oct 2026Thu
    29
    TessalineClaim the Querétaro outage credit$1,65034 days after the readout
  4. Oct 2026Fri
    30
    QuillfireClaim the August triage and report credits$86835 days after the readout
  5. Nov 2026Sat
    14
    StratavaleClaim August credits$2,17050 days after the readout
  6. Dec 2026Thu
    31
    QuillfireGive notice, then rebidRenews Mar 31, 202797 days after the readout. Send by Dec 18, before the holiday shutdown
  7. Jan 2027Sat
    30
    StratavaleGive notice to renegotiateRenews Apr 30, 2027127 days after the readout. Send by Jan 29
  8. Apr 2027Thu
    1
    TessalineLast day to reopen termsRenews Jun 30, 2027188 days after the readout

Billing errors have no short window: all three contracts allow invoice disputes for 12 months, so the June to August invoices can still be disputed.

Measured against three months of tickets

10 of 33 monthly results missed target

Each result is recomputed from the providers' own ticket exports and monitoring data, using the contract's definitions. Switch views to see what the providers reported.

10 of 33 monthly results missed target

Monthly SLA results for June, July and August 2026, against each target
MeasureTargetJuneJulyAugust
Stratavale · Managed infrastructure and service desk
P1 resolved within 4 hoursTarget 95%100%met4 of 460%missed3 of 5Reported as 100%75%missed3 of 4
P2 resolved within 8 business hoursTarget 90%93.8%met86.4%missed91.2%met
Hosted systems availableTarget 99.9%99.96%met99.82%missed99.93%met
Calls answered within 60 secondsTarget 80%82.4%met74.1%missed76.8%missed
Tessaline · Network and WAN for five sites
Grand Rapids plant and officesTarget 99.9%99.98%met99.97%met99.99%met
Fort Wayne plantTarget 99.9%99.95%met99.99%met99.96%met
Elyria plantTarget 99.9%99.99%met99.93%met99.97%met
Querétaro plantTarget 99.9%99.94%met98.95%missed99.92%met
Toledo distribution centerTarget 99.9%99.99%met99.96%met99.98%met
Quillfire · Managed endpoint detection and response
High-severity alerts triaged within 15 minutesTarget 95%100%met11 of 1186.7%missed13 of 1585.7%missed12 of 14
Monthly report by the 15thTarget On timeJul 14metAug 14metSep 21missed

Credits issued so far: $0. All three contracts pay credits only on a written claim, and no claim was filed this year.

How a 60% month was reported as 100%

Two outages, each paused while Stratavale waited on itself

The services agreement stops the resolution clock only while Stratavale is waiting on Kelvane for information or access. Both tickets paused while waiting on Stratavale's own on-call engineer.

Pauses count: the contract stops the clock only while Stratavale waits on Kelvane.

INC-20417 · Thu, Jul 9, opened 06:12

Fort Wayne MES database unavailable; lines 2 and 3 stopped

4 h target
5 h 12 minMissed
INC-20488 · Thu, Jul 23, opened 13:40

Toledo shipping label server down; trucks held at the dock

4 h target
6 h 40 minMissed
Invoices against what is in service

Billed for 26 retired servers, a disconnected circuit and 140 computers never enrolled

Each invoice line was checked against Kelvane's inventory, the providers' own records and the contract rate card.

Stratavale

Managed servers

Billed212
In service186

26 billed, not in service26 retired servers, $85 each a month

Tessaline

Site circuits

Billed6
Active5

1 billed, disconnectedToledo annex circuit, disconnected May 29

Quillfire

Protected computers

Billed1,550
Reporting1,410

140 billed, never enrolled140 Querétaro computers, $8 each a month

Grand Rapids is billed at the list rate. Tessaline has charged $4,100 a month since the circuit moved buildings in March; amendment 2 sets $3,550.

Premium monitoring on test servers. 38 of the 124 servers on Stratavale's premium tier are development or test. Standard monitoring saves $1,596 a month.

Tickets that bounce between providers

74 tickets changed hands, adding a median of 3.1 hours

Most bounces are network or security questions passed back and forth with the service desk. Nobody breached an SLA, because no SLA covers the handoff.

Who hands tickets to whom

Arrows are sized by tickets handed over in the three months.

3122129Stratavale1,604 ticketsTessaline188 ticketsQuillfire120 tickets
  • Stratavale Tessaline31
  • Tessaline Stratavale22
  • Stratavale Quillfire12
  • Quillfire Stratavale9

Extra time per bounced ticket

74 tickets, by hours added

Median 3.1 hours added per bounced ticket; the longest, a Querétaro VPN fault, changed hands four times and took 19.5 hours longer.

Operating-level agreement

Accept or return a handoff

P1 within 30 minutes; P2 within 2 hours

A returned ticket carries a written reason

Operating-level agreement

Join one incident call

Within 15 minutes

For any P1 that touches the network or security

Operating-level agreement

One owner per incident

From open to close

Stratavale's service desk owns every incident; Tessaline and Quillfire work their part under the accept-or-return times

Keep, renegotiate or rebid

Renegotiate Stratavale, keep Tessaline, rebid Quillfire

Each call weighs service, billing, switching cost and what the market offers, with the notice date that makes it possible.

Stratavale

Managed infrastructure and service desk · $46,500 a month
Renegotiate

Why

  • Missed 6 of its 12 monthly results, and its July report overstated P1 performance
  • $6,630 billed for servers retired months ago
  • Switching the service desk and infrastructure provider in the year of the SAP move carries more risk than fixing this contract

Ask for

  • The clock stops only while Stratavale waits on Kelvane
  • Credits on the next invoice without a claim, with the cap raised from 12% to 20%
  • Bill only servers in Kelvane's current inventory, reconciled monthly
  • Development and test servers on standard monitoring

Notice by Jan 30, 2027 · renews Apr 30, 2027

Tessaline

Network and WAN for five sites · $18,900 a month
Keep

Why

  • Met target at 14 of 15 site-months
  • The one outage was a carrier fiber cut, fixed the same day
  • Its billing errors are clerical: $6,000 to recover

Ask for

  • Refund the annex and the Grand Rapids rate difference
  • Credits on the next invoice without a claim
  • A quote for a second, separately routed circuit at Querétaro before the line 4 launch

Terms can reopen until Apr 1, 2027 · renews Jun 30, 2027

Quillfire

Managed endpoint detection and response · $12,400 a month
Rebid

Why

  • 140 Querétaro computers billed but unprotected for seven months
  • Triage missed target two months running, and the August report was late
  • Endpoint protection is easy to compare: three providers can bid on the draft schedule

Ask for

  • A coverage target: 98% of in-scope computers reporting
  • Billing for computers that report, checked monthly
  • Triage within 15 minutes, with credits applied automatically

Notice by Dec 31, 2026 · renews Mar 31, 2027

A draft schedule for the next contracts

Eight service levels and three operating-level agreements

Written for Kelvane's renewals and the Quillfire rebid. Credits apply to the next invoice without a claim, capped at 20% of the monthly charge.

Draft service levels with targets, how each is measured and the credit when it is missed
Service levelTargetMeasured howIf missed
P1 incident resolved95% within 4 hoursFrom first report to service restored. The clock stops only while waiting on Kelvane5% of the monthly charge
P2 incident resolved90% within 8 business hoursSame clock rule as P13%
Hosted systems available99.9% a monthAgreed maintenance windows excluded; measured from Kelvane's monitoring5%
Calls answered80% within 60 secondsFrom the phone platform's call records4% of the service desk charge
Site network available99.9% a month at each siteMeasured site by site, not averaged10%, 25% or 50% of the site's charge
High-severity alerts triaged95% within 15 minutesFrom alert to an analyst's decision5%
Computers protected98% of in-scope computers reportingCompared monthly with Kelvane's asset list; billing follows the reporting count5%
Service reportBy the 10th business dayIncludes the ticket data behind every number2%
Draft operating-level agreements between providers
Between providersTargetRule
Accept or return a handoffP1 within 30 minutes; P2 within 2 hoursA returned ticket carries a written reason
Join one incident callWithin 15 minutesFor any P1 that touches the network or security
One owner per incidentFrom open to closeStratavale's service desk owns every incident; Tessaline and Quillfire work their part under the accept-or-return times
What happens next

Eight steps, starting Monday

  1. Sep 28, 2026Onboard the 140 Querétaro computers to endpoint protectionKelvane IT with Quillfire. Security first, whatever happens to the contract
  2. Sep 29, 2026File all five credit claims and dispute Stratavale's July P1 reportKelvane procurement · $9,958. The claim deadlines are the backstop, not the plan
  3. Oct 2, 2026Send billing disputes to all three providersKelvane finance · $15,990
  4. Oct 2, 2026Ask Stratavale to move 38 test servers to standard monitoringKelvane IT · $1,596 a month
  5. Nov 13, 2026Check that credits and refunds appear on the November invoicesKelvane finance
  6. Dec 18, 2026Give Quillfire notice and start the rebidSteering committee, before the holiday shutdown; the deadline is Dec 31
  7. Jan 29, 2027Give Stratavale notice to renegotiateSteering committee; the deadline is Saturday, Jan 30
  8. Mar 31, 2027Reopen Tessaline's terms before renewalKelvane procurement; the last day is Apr 1
On client readouts, Lai Long, founder and principal architect, reviews and approves every finding. This sample shows where that sign-off appears, dated Sep 25, 2026.Delivered as this interactive readout, a PDF record and the readout deck