SLA Penalty Governance — Manage Risk at the Contract Level
🎯 Your organisation
- Type: Service providers with SLA penalties
- Business Profile: Contracts with uptime/response SLOs and penalty ladders
🧩 The Challenge
SLA penalties are often discovered at invoicing. Leaders need a monthly posture view and playbooks that reduce exposure before it becomes a fine.
💬 “We’d rather prevent penalties than negotiate them.”
🚀 What DigitalCore Delivers
✅ Tactical Insights (Month to Month)
- Monthly penalty posture by contract, based on SLO trajectory
- Playbooks for resourcing and scope options to reduce risk
- Decision log that connects actions to avoided exposure (illustrative)
✅ Strategic Alignment (Quarter to Quarter)
- Contract term reviews driven by recurrent risk patterns
- Scenario modeling to rebalance hours, windows, or vendors
- Quarterly effectiveness review of risk mitigations
✅ Operational Optimization
- Signals from ops tools into monthly lens (not real‑time dispatch)
- Exportable evidence for client conversations
🧠 Example: Mid‑Month Penalty Posture Review
- Scan Risk
→ Identify contracts trending toward penalties. - Choose Playbook
→ Pick options with least business disruption. - Record Decision
→ Log owner, timing, and expected avoidance. - Verify Outcome
→ Check if posture improved by month‑end.
🔒 Why Service Desk Leaders Choose DigitalCore
| Challenge | DigitalCore Value |
|---|---|
| Late discovery | Posture tracked before invoicing |
| Ad‑hoc mitigations | Pre‑agreed playbooks with rationale |
| Thin evidence | Exportable decision trail |
| Repeat exposure | Contract reviews based on patterns |
| Siloed signals | Contract‑level lens across systems |
🏁 Business Outcome
From:
Penalty surprises at invoicing.
To:
Proactive posture with documented mitigations.