Case Explorer
CRM commitment and billing configuration disagree
CRM shows a Committed-100 plan while the billing system is configured for Committed-150, creating a pricing configuration mismatch without an operational incident.
Evidence Packet
CRM Record
Account: Northstar Labs
Tier: enterprise
Plan: Committed-100
Billing Owner: revops@prime.example
SLA Tier: enterprise-standard
Executed order form lists Committed-100.; No pending amendment recorded in CRM.
Billing Record
Plan: Committed-150
Invoice Preview: $8,200
Credits Applied: $0
Burst GPU Hours: 0
Active billing plan is Committed-150.; No overage line item generated at 118 GPU-hours.
Usage & Telemetry
Window: 2026-03-01 to 2026-03-31
GPU Hours: 118
Meter Status: healthy
Usage telemetry is complete and healthy for the period.
Customer Note
Our invoice preview looks lower than expected. We thought we'd cross our committed amount this month.
Policy Snippet
If CRM contract terms and billing configuration differ, route the case to RevOps for commercial review before final invoicing.
Ground Truth
issue_type: pricing_config_mismatchroot_cause: billing_config_out_of_sync_with_crmcustomer_impact: invoice_confusioncontractual_applicability: not_an_sla_casediscrepancy_detected: truerecommended_owner: shared_revops_financerecommended_action: hold_for_revops_reviewneeds_human_review: trueconfidence: highadjudication_notes: ["The mismatch is between signed commercial terms and billing configuration, not telemetry.","This should be routed for commercial review rather than treated as an SLA matter."]reference_customer_note: We found a mismatch between your contracted plan and the current billing configuration, so we are holding the invoice for RevOps review before confirming the final amount.reference_internal_note: Owner: shared_revops_finance. Action: hold_for_revops_review due to CRM Committed-100 versus billing Committed-150 with healthy usage telemetry.