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Because the breach lives in the support tool and the credit lives in accounting, and the contract is a PDF. Whether a credit is owed depends on terms nobody has in front of them.
So either the customer asks and is given something to keep the peace, or the credit is never applied and is discovered at renewal by a customer who kept better records than you.
A breach is recorded against the ticket with its duration and cause. Review reads the entitlement on the customer record — what the contract says a breach entitles them to — and the decision is recorded.
Where a credit is due, it becomes a credit note in Books against that customer, referencing the breach.
It will not decide goodwill. Crediting beyond the contract is a commercial choice, recorded as such so it is not mistaken for entitlement later.
It also does not excuse a breach — the report shows it whether or not a credit followed.
Credits are consistent. Two customers with the same terms and the same breach get the same outcome, rather than the more persistent one getting more.
The cost of missing SLAs becomes a visible number, which is what makes the staffing conversation possible.
No. The review is deliberate, because a credit is a commercial decision.
Yes, which usually shows one queue or one product.
In their portal, yes, including the remedy.
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.