SLA breach claim and credit recovery on a software carve-out

The Challenge

What the buyer walked into.

On a 24-month TSA, the seller had breached SLAs repeatedly across four service families over eight months. The buyer had not invoiced the service credits it was owed and had no documented claim, while the seller treated the missed SLAs as routine. Without a claim file, the credits were quietly expiring.

The Approach

How the firm ran it.

The firm reconstructed eight months of SLA performance into a documented claim file mapped to the contract's credit mechanics. We ran the governance escalation through the steering committee, presented the quantified claim, and negotiated the settlement. In parallel we reset the governance cadence so future breaches would be caught and invoiced in the period they occurred.

The Outcome

Where it landed.

Credits were recovered inside eight weeks, and the governance reset held across the remaining term — the buyer stopped leaving owed credits on the table.