Claim SLA service credits for every missed service level

Each SLA period, compare incident timestamps and service reports with the contract's measurement and exclusion rules to compute the service credits due. Vendor Management can claim confirmed failures and Finance can apply the agreed credit against invoices without double counting.

What this SOP does

Each SLA period, the bank checks incident timestamps and service reports against the contract's measurement and exclusion rules, computes the service credits due, gets the service owner's approval to claim, and has Finance apply the agreed credit without double counting.

People in the process

VVendor ManagementProcess Owner
TTechnologyParticipating Team
LLegalParticipating Team
FFinanceParticipating Team

The process is a starting point. The standards are yours.

Configure for the bank or lender’s category, permissions and applicable RBI directions. Outsourcing, customer conduct, recovery and reporting controls use the institution’s approved interpretation and delegated authority.

Keep the work connected.

Legal Recoveries

Choose SARFAESI, DRT or IBC from one enforcement file

When a loan defaults, bring the loan history, executed documents, security, certified statement of account, valuations and disputes into one account file. Legal Recoveries can confirm enforceability and limitation, and the recovery committee can choose the route before any notice issues.

CCRR

Legal Disputes

Defend borrower lawsuits from one approved fact record

When a borrower sues or escalates, reconcile signed terms, account statements, complaint history, notices and staff accounts into one approved fact record. Legal Disputes can track every filing deadline and counsel can plead consistent positions across consumer, civil and DRT forums.

OCE

Recoveries

Release security only after the settlement is fully paid

Track each one-time settlement instalment against the sanctioned amount, schedule and conditions before closing the loan account. Recoveries can withdraw pending cases, release security, return original documents and issue the no-dues certificate only once every term is met.

FLC

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