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Customer Commitments

Customer Commitments tracks the contractual obligations your organization has made to customers — notification SLAs, data handling requirements, incident response timelines, and breach notification promises. Upload contracts, let AI extract commitment clauses, triage them through a compliance review workflow, and monitor SLA performance when incidents occur.

Overview​

Access from Risk Management → Customers in the sidebar. The module has four sub-pages:

  • Customer Register — Your customer inventory with contracts and commitments
  • Review Queue — Triage AI-extracted commitments through compliance review
  • My Notifications — Notification drafts assigned to you for customer communication
  • SLA Report — SLA compliance performance across incidents

Customer Register​

The Customer Register is your central customer inventory. The top bar shows live counts by status (Total, Active, Prospects, Churned). Click any stat card to filter. Search by customer name and filter by tier or status.

Customer Register showing 7 customers with tier badges, status indicators, account owners, and primary contacts

Adding Customers​

Click + New Customer to open the create dialog. Fill in:

  • Name (required) — Customer organization name
  • Primary Domain — Customer's website domain
  • Tier — Strategic, Enterprise, Mid-Market, or SMB
  • Status — Active, Prospect, or Churned
  • Primary Contact Name and Email — Main point of contact

Bulk Import​

Click Bulk Import to upload customers via CSV. A two-step wizard validates the file, shows a preview of the first 50 rows, and reports any errors before committing. Download the errors CSV to fix and re-upload.

ColumnRequiredAccepted Values
name✓Free text
primaryDomain—Domain name
tier—STRATEGIC, ENTERPRISE, MID_MARKET, SMB
accountOwnerEmail—User email
primaryContactName—Free text
primaryContactEmail—Email address
status—ACTIVE, PROSPECT, CHURNED
notes—Free text

Working with Customers​

Click any customer row to open the detail sidecar with three tabs.

Overview Tab​

Customer sidecar Overview tab showing tier, status, primary domain, contact details, and notes for HealthFirst Insurance
  • Tier — Strategic, Enterprise, Mid-Market, or SMB. Drives prioritization in the review queue
  • Status — Active, Prospect, or Churned
  • Primary Domain — Customer's website
  • Primary Contact — Name and email
  • Notes — Free-form context about the customer relationship (compliance requirements, contract highlights, etc.)

All fields autosave on change.

Contracts Tab​

Contracts tab showing two uploaded contracts (BAA and MSA) with extraction status badges and AI extraction buttons

Upload and manage customer contracts. Click Upload Contract to drag-and-drop or select files (PDF, DOCX, TXT, ZIP — up to 50MB per file). Each contract shows:

  • Title — Auto-generated from filename, editable
  • Contract Type — MSA, DPA, BAA, SLA, or Other
  • Extraction Status — Tracks AI commitment extraction progress:
    • Pending — Uploaded, not yet extracted
    • Running — AI extraction in progress
    • Succeeded — Commitments extracted successfully
    • Failed — Extraction failed (retry available)
    • Budget Paused — Organization exceeded monthly AI budget
    • Skipped — Extraction skipped manually

Click the AI extraction button on any pending or failed contract to trigger commitment extraction. Download the original file using the download icon.

Commitments Tab​

Commitments tab showing the list of extracted commitments for a customer, empty before contract extraction

Lists all commitments for this customer, sorted by status (Verified first, then Compliance Reviewed, Draft, Rejected, Superseded). Each commitment shows the event type, status badge, SLA hours, notification method, and a preview of the source clause text.

Click any commitment to open its detail panel showing:

  • Event Type — Category of the obligation (see Event Types below)
  • SLA Hours — Required notification timeline in hours
  • Notification Method — Email, Portal, Phone, Certified Mail, or Any
  • Notification Contact — Who to contact at the customer
  • Source Clause — The original contract text containing the commitment
  • Source Page — Page number in the contract where the clause appears
  • Extraction Confidence — AI confidence score (color-coded: green ≥90%, amber ≥70%, red below 70%)
  • Audit Trail — Timeline of all actions with actor name, role, and timestamp

AI Contract Extraction​

Upload a contract to the Contracts tab and click the AI extraction button. The system:

  1. Extracts text from the uploaded document (PDF, DOCX)
  2. Sends the text to Claude for analysis with a specialized prompt
  3. Claude identifies commitment clauses and classifies each one
  4. For each identified commitment, the system creates a Draft record with:
    • Event type classification
    • Covered data scope
    • Notice SLA hours
    • Notification method and contact
    • Source clause text and page number
    • Extraction confidence score (0–100%)

Draft commitments appear in the Commitments tab and the Review Queue for triage.

Re-extraction

If you re-extract a contract, only Draft commitments are replaced. Verified and Compliance Reviewed commitments are preserved, so re-extraction is safe after partial review.

Review Queue​

Commitment Review Queue with summary cards (Pending Review, Low Confidence, Strategic Tier, Oldest Unreviewed) and filter bar

Access from Customers → Review Queue. This page surfaces all Draft commitments across all customers for compliance triage. The top bar shows:

  • Pending Review — Total Draft commitments awaiting triage
  • Low Confidence — Commitments with extraction confidence below 70%
  • Strategic Tier — Draft commitments from Strategic-tier customers (prioritize these)
  • Oldest Unreviewed — Date of the oldest unreviewed commitment

Filtering​

  • Search — Free-text search across clause text and customer names
  • Status — Draft (default), Reviewed, or Rejected
  • Customer Tier — Strategic, Enterprise, Mid-Market, SMB
  • Event Type — Filter by commitment category

Triage Actions​

Click a commitment row to review its details. Actions available depend on your role:

  • Mark Reviewed (triage role) — Transitions Draft → Compliance Reviewed
  • Approve (approve role) — Transitions Compliance Reviewed → Verified
  • Reject (reject role) — Transitions to Rejected (requires a reason)

Bulk Actions​

Select multiple commitments using the checkboxes, then:

  • Mark Reviewed — Bulk-transition selected Drafts to Compliance Reviewed
  • Reject — Bulk-reject selected commitments with a shared reason

My Notifications​

Access from Customers → My Notifications. Shows notification drafts assigned to you when incidents trigger customer commitments. For each notification:

  • Customer and commitment context — Which customer and what obligation
  • SLA deadline — Calculated from the commitment's SLA hours and the incident discovery time
  • Draft content — Pre-generated subject and body for customer notification
  • Status tracking — Drafted → Assigned → Acknowledged → Sent (or Failed/Cancelled)
  • Evidence attachment — Upload proof of notification sent

SLA Report​

SLA Compliance Report with date range filters, tier and event type dropdowns, summary cards (Total, Met Rate, Missed, Not Notified, Pending), and incident table

Access from Customers → SLA Report. Tracks notification SLA compliance across incidents. The top bar shows:

  • Total — Total commitment-incident pairs in the period
  • Met Rate — Percentage of SLAs met on time
  • Missed — Notifications sent after the SLA deadline
  • Not Notified — Incidents where required notification was never sent
  • Pending — Notifications in progress

Filters​

  • Date Range — Start and end date for the reporting period
  • Tier — Filter by customer tier
  • Event Type — Filter by commitment category
  • Status — Met, Missed, Not Notified, or Pending

Export​

Click Export CSV to download the full report with applied filters. Columns include: Incident ID, Customer, Tier, Commitment Type, SLA Hours, Deadline, Sent At, and Status.

Commitment Status Lifecycle​

DRAFT → COMPLIANCE_REVIEWED → VERIFIED
  │           │
  └→ REJECTED ←┘

SUPERSEDED (when newer version created)
StatusDescription
DraftNewly extracted or created, needs compliance review
Compliance ReviewedCompliance reviewer has triaged and accepted
VerifiedApproved by legal/compliance — active obligation
RejectedDeclined with reason (not a real commitment, duplicate, etc.)
SupersededReplaced by a newer version from contract re-extraction

Event Types​

TypeExamples
Data Breach"Notify within 72 hours of a confirmed data breach"
Security Incident"Report security incidents affecting customer data"
Unauthorized Access"Notify of any unauthorized access to customer systems"
Data Loss"Report any loss or destruction of customer data"
Service Disruption"Notify of service outages exceeding 4 hours"
Compliance Violation"Report regulatory findings affecting customer data"
Subprocessor Change"30-day advance notice of subprocessor changes"

Audit Trail​

Every commitment state change is logged with:

  • Actor — Who performed the action (name and role)
  • Action — What happened (Created, Edited, Compliance Reviewed, Legal Approved, Rejected, Superseded)
  • Before/After — Field-level change tracking
  • Timestamp — When the action occurred

The audit trail is displayed as a visual timeline in the commitment detail panel.

Customer Tiers​

TierUse For
StrategicLargest accounts, highest priority for SLA compliance
EnterpriseMajor accounts with complex compliance requirements
Mid-MarketGrowing accounts with standard compliance needs
SMBSmaller accounts with basic requirements

Tier drives prioritization in the Review Queue — Strategic-tier commitments are highlighted for faster triage.