Give each promise a measurable meaning
| Term | Define | Evidence |
|---|---|---|
| Coverage | Days, hours, timezone and holiday treatment | Written support schedule |
| Acknowledgement | Human response or automated receipt? | Ticket timestamp and responder |
| Restoration | Which user task must work again? | Task test and remaining limitations |
| Resolution | Temporary workaround or confirmed repair? | Repair result and recurrence checks |
| Dependency | Who contacts the third party and updates the customer? | Named owner and escalation route |
Walk through an incident against the terms
Synthetic example: a booking outage is reported at 18:30. A contract with coverage ending at 18:00 needs an explicit rule for when its clock starts; do not assume after-hours work. If bookings resume through a temporary workaround, record restoration separately from the permanent repair. These times illustrate a question, not a service promise from Astera.
A database provider is unavailable. Can the support supplier close the ticket after forwarding it?
Show the worked answer
Follow the agreed scope: define who owns customer updates and the restoration check while the dependency remains unavailable. Forwarding a request does not demonstrate restored service.