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The contract lives in a filing system and the ticket lives in a helpdesk. An agent under pressure treats every ticket the same, which is generous to the customers paying least and unfair to those paying most.
The cost is invisible until somebody works out that the smallest contract generates the most hours.
The customer record carries the contract and its entitlement, so the applicable SLA is on the ticket when it arrives. Business hours, escalation and breach reporting follow from it rather than from judgement.
And the clock pauses when you are waiting on the customer, so breach reports describe your performance rather than theirs.
It will not stop you being generous. It will show you precisely what that generosity costs, by customer.
And it cannot promise resolution times that depend on third parties. Response is within your control; resolution frequently is not.
Time on tickets is costed per customer, so a contract that is quietly unprofitable shows in the month rather than at renewal.
And account health reads support load beside payment behaviour and delivery state, so renewal risk is visible before the renewal call.
Yes, from the contract on the customer record.
Yes, and they pause while you wait on the customer.
Yes, against the contract value in Books.
We will run it end to end on your own numbers in half an hour, and tell you honestly which parts Treepie does not improve.