Solution

# Carry sold context into service operations

When a sold service obligation would otherwise become an ungoverned handoff, turn it into explicit coverage, entitlement and support-case operations.

The job

## Operate the service commitment the customer bought

For: Service leader. Trigger: A contract activates with a service obligation that operations must fulfil and govern.

Job Business outcome Workflow Capability Proof

Failure mode: Sold obligations lose their classification and service boundary when commercial context passes into support operations.

Target workflow: Contract service obligation → coverage and entitlement → support case → SLA evidence → human escalation.

The result

## A governed path from sold service commitment into case operations.

Accordo changes the workflow by making service state, policy, human decisions and evidence part of the application source.

### Relevant capability

Service coverage, immutable entitlements, governed support cases and elapsed-time SLA evidence

### Current evidence link

A pending service obligation activates into operational coverage and an immutable entitlement; support cases then move through a declared transition table with elapsed-time SLA evidence and human-recorded escalation.

Current limitation: No authenticated customer portal, notification delivery, business-hours calendar or automatic escalation ships. SLA evidence records elapsed-time observations; it is not a contractual breach determination, and a recorded escalation routes to nobody.

[Inspect exact service evidence](evidence.html#C-24)

Implementation truth stays separate. Current proof and limitations come from the generated [claims ledger](evidence.html), not from this product description.

Evaluation

## Trace the whole chain before choosing.

The desired job comes from the JTBD portfolio. Current implementation state comes only from the coverage overlay and claims ledger.

Relevant benchmark dimension

End-to-end service workflow coverage; invalid decision refusal; elapsed-time boundary evidence.

No public numeric result is asserted unless a provenance-complete result record exists.

[Start an evaluation](developers.html)

[Inspect JTBD coverage](jobs.html)

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Canonical: https://accordo.dev/solution-service-operations.html
Implementation evidence: https://accordo.dev/claims.json
Build provenance: https://accordo.dev/version.json