In short

  1. 1. Put the terms side by sideDo not review discount, timeline, SLA, custom scope and service credits in separate tabs. Put them on one page. Interaction risk becomes visible when the whole promise is visible.
  2. 2. Ask what amplifies whatDoes a shorter timeline increase the cost of custom work? Does a tighter SLA increase the capacity required during transition? Do service credits become more likely because the implementation window is compressed?
  3. 3. Find the combined failure modeThe question is not only “could each term pass policy?” It is “what becomes the likely failure mode if these terms operate together?”
  4. 4. Repair the combinationChange the term that creates the most relief with the least customer friction. That might be time, scope, credit mechanics, price or evidence.

Put the terms side by side

Do not review discount, timeline, SLA, custom scope and service credits in separate tabs. Put them on one page. Interaction risk becomes visible when the whole promise is visible.

Ask what amplifies what

Does a shorter timeline increase the cost of custom work? Does a tighter SLA increase the capacity required during transition? Do service credits become more likely because the implementation window is compressed?

Find the combined failure mode

The question is not only “could each term pass policy?” It is “what becomes the likely failure mode if these terms operate together?”

Repair the combination

Change the term that creates the most relief with the least customer friction. That might be time, scope, credit mechanics, price or evidence.

Interaction Risk is the difference between reviewing terms and reviewing the commitment.