InfraResolution Bench

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Strategic account delayed during planned maintenance

A strategic account saw delayed job starts during planned maintenance, and the exclusion is clear, but the communication path still needs review before a final response is sent.

Evidence Packet

CRM Record

Account: Northline Systems

Tier: strategic

Plan: Committed-240

Billing Owner: revops@prime.example

SLA Tier: premium-covered-service

Customer disputes whether the maintenance communication was clear enough for their overnight runs.; Strategic renewal review is active.

Billing Record

Plan: Committed-240

Invoice Preview: $19,240

Credits Applied: $0

Burst GPU Hours: 0

No billing variance detected.

Usage & Telemetry

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

GPU Hours: 229

Meter Status: healthy

New job submissions were delayed during the planned maintenance window and resumed after maintenance completed.

Incident Record

Status: planned_maintenance

Service: batch-inference-api

Duration: 36m

Customer Visible: Yes

New submissions started late during planned maintenance.

Planned control-plane maintenance delayed new job starts but did not reflect an unplanned service failure.

Customer Note

Our jobs started late during the maintenance window, and because this account is in active renewal review we need to know whether credits apply and whether the notice was handled correctly.

Policy Snippet

Scheduled maintenance windows announced in advance are excluded from SLA service credits. Communication quality may still be reviewed separately for strategic accounts.

Ground Truth

issue_type: policy_applicability_reviewroot_cause: scheduled_maintenancecustomer_impact: delayed_job_startcontractual_applicability: sla_excluded_scheduled_maintenancediscrepancy_detected: falserecommended_owner: shared_revops_engineeringrecommended_action: hold_for_engineering_reviewneeds_human_review: trueconfidence: mediumadjudication_notes: ["The contractual result is still an exclusion, but the customer communication path should be reviewed because the account is strategically sensitive."]reference_customer_note: The delayed job starts occurred during a planned maintenance window that is excluded from SLA credits under your contract, so no service credit applies. We are reviewing the maintenance communication details before sending the final response and can share the maintenance timing once that review is complete.reference_internal_note: Owner: shared_revops_engineering. Action: hold_for_engineering_review because the scheduled maintenance exclusion is clear, but the strategic account context and communication dispute still require review.