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AI agent for chief operating officers

Customer SLA Penalty Exposure Agent

Penalty risk is seen and acted on during the month, not after it.

Risk managementMonitoringAnalysisOperationsManagementExecutives and strategy
See how it worksGet access
Customer SLA Penalty Exposure Agent: what goes in, what the agent does and what you get

What it does

The report arrives on the 3rd and shows response times missed for the biggest customer, and the credit is already owed. This agent compares performance with each contract's service level every day. It projects the month-end result for each metric, such as response time or uptime, and flags accounts at risk. It reads the exclusion clauses, such as planned maintenance or customer-caused delays, to see what really counts. For accounts at risk, it prepares a recovery plan with options such as added staff, priority queues or a proactive call. The COO approves any customer communication. Edge case: an outage during a customer-approved maintenance window is excluded by the contract.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
Yes, continueApprovedYes, continueNoNo 1 STARTS WHEN Daily SLA check 2 USES A TOOL Pull month-to-date performance per customer andmetric 3 USES A TOOL Read the SLA terms and exclusion clauses 4 DOES Remove excluded events from the calculation 5 DOES Project month-end results from the current trend 6 CHECKS THE RESULT Does each customer stay at least 2 points above itsthreshold? If not: recheck the exclusions and data, then rank theat-risk accounts. Back to step 2. 7 DOES Estimate penalty exposure and draft a recovery planwith options and costs 8 YOU APPROVE COO approves customer communication 9 USES A TOOL Track results after actions and rerun the projection 10 CHECKS THE RESULT Did the actions bring the projection back above thethreshold? If not: propose a stronger option and update theexposure. Back to step 7. 11 RESULT Account back on track or exposure reported
Read the steps as a list
  1. Daily SLA check
  2. Pull month-to-date performance per customer and metric
  3. Read the SLA terms and exclusion clauses
  4. Remove excluded events from the calculation
  5. Project month-end results from the current trend
  6. Does each customer stay at least 2 points above its threshold?If not: recheck the exclusions and data, then rank the at-risk accounts. Back to step 2.
  7. Estimate penalty exposure and draft a recovery plan with options and costs
  8. COO approves customer communicationThe agent waits here for your OK.
  9. Track results after actions and rerun the projection
  10. Did the actions bring the projection back above the threshold?If not: propose a stronger option and update the exposure. Back to step 7.
  11. Account back on track or exposure reported

How it decides

It flags an account when the projected month-end result falls within 2 points of a threshold or below it after applying exclusions.

  • Flag within 2 points of a threshold.
  • Apply exclusion clauses before calculating.
  • Rank accounts by penalty exposure.
  • Recommend a proactive customer call when exposure exceeds the set amount.

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Warning margin (default 2 points)
  • Metrics tracked
  • Exposure threshold for COO alerts
  • Recipients

What keeps you in control

It always asks you first

  • COO approves customer communication

Hard limits

  • Show which clauses were applied
  • Never send customer communication itself

It stops when

  • Done: all accounts above threshold or exposure reported.
  • Stop: data feed down, so the COO is told.

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensOn October 14 Customer B's uptime stood at 99.82 against a 99.9 threshold, projecting 99.85. The check failed. After excluding a planned 40-minute maintenance window, the projection reached 99.89, still short. The agent proposed a standby engineer and a proactive notice. The COO approved the notice. By October 25 the projection was 99.93.

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