InfraResolution Bench

Case Explorer

Sub-threshold degradation on a renewal-sensitive account

The customer experienced degraded performance for only 18 minutes, which is below the SLA threshold, but the account is enterprise, renewal is close, and there have been prior incidents.

Evidence Packet

CRM Record

Account: Pioneer Robotics

Tier: enterprise

Plan: Committed-500

Billing Owner: revops@prime.example

SLA Tier: premium-covered-service

Renewal call scheduled within 8 days.; Prior reliability concerns were raised twice this month.

Billing Record

Plan: Committed-500

Invoice Preview: $42,100

Credits Applied: $0

Burst GPU Hours: 0

Account is in active renewal cycle.

Usage & Telemetry

Window: 2026-03-01 to 2026-03-31

GPU Hours: 472

Meter Status: healthy

Training jobs started slowly for 18 minutes during regional saturation, then performance normalized.

Anomalies: Queue latency spiked above normal during the impacted window.

Incident Record

Status: resolved

Service: managed-training-api

Duration: 18m

Customer Visible: Yes

Jobs started slowly and some retries were needed for 18 minutes.

Regional capacity shortfall caused temporary degraded performance but not a sustained outage.

Customer Note

We saw slow starts and instability again. This is especially hard given we are finalizing renewal next week.

Policy Snippet

Service credits apply only to covered outages longer than 30 minutes. Account teams may consider goodwill for strategic renewals or repeated minor incidents.

Ground Truth

issue_type: incident_impact_reviewroot_cause: capacity_shortfallcustomer_impact: degraded_performancecontractual_applicability: goodwill_credit_optionaldiscrepancy_detected: falserecommended_owner: shared_revops_engineeringrecommended_action: consider_goodwill_creditneeds_human_review: trueconfidence: mediumadjudication_notes: ["There is no SLA breach, but the account context makes commercial review appropriate."]reference_customer_note: We confirmed a short period of degraded performance that does not meet the SLA credit threshold. Because your account is in an active renewal window, we are reviewing the case internally to determine whether a goodwill gesture is appropriate.reference_internal_note: Owner: shared_revops_engineering. Action: consider_goodwill_credit due to capacity_shortfall, degraded_performance, renewal in 8 days, and repeated prior incidents.