Dispute prevention: scope clarity in tickets
Overview
Disputes arise when ticket subject line promises unlimited outcomes.
Crafting intakes
Restate problem + explicit non-goals (“does not include rewriting custom app code”).
Approval
Client initials on estimate thresholds in MSA referenced in ticket body link.
Tone
Professional empathy without admitting liability carelessly via casual chat.
Escalation
AM + legal triage invoice disputes >10 hours disputed labor.
Learning
Tag dispute root-cause taxonomy to training backlog.
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