Scope disputes answered before the client escalates.

3 active disputes · clause references retrieved · draft responses ready

01

Client raises a query

Account team logs the dispute — any format, any wording. The system reads the intent.

02

Contract is queried instantly

Service specification, SLA, and exclusion schedule are searched. The relevant clause surfaces in seconds.

03

Response is drafted

A professional, clause-referenced client explanation is generated — ready to send or adapt by the account team.

WO-2026-441 · Hard Services

✓ In Scope

Emergency HVAC Repair

Level 7 · M&E Reactive · 04 Jun 2026

SGD 8,400

"We were charged for emergency repairs without advance notice. Is this valid?"

Review determination →

WO-2026-387 · Capital Works

✗ Out of Scope

Carpet Replacement

Floors D7–D12 · Variation Required · 28 May 2026

SGD 42,000

"We thought maintenance was covered. Why are we being billed separately for carpet?"

Review determination →

WO-2026-408 · Soft Services

◈ Requires Review

Event Security Hours

Board Meeting · Notice Period Unclear · 05 Jun 2026

SGD 6,200

"Are additional security hours for our internal events billable under the contract?"

Review determination →

1 dispute requires account manager review before client response

Last analysis: 07 Jun 2026 · 19:14 SGT

Emergency HVAC Repair

WO-2026-441 · Hard Services · Level 7 · 04 Jun 2026

Scope Determination

✓ IN SCOPE

Client Query

Received: 05 Jun 2026, 09:22 · From: Meridian FM Operations

"We have been charged SGD 8,400 for emergency HVAC repairs on Level 7. We were not informed in advance that these works would take place. We would like to understand whether this charge is valid under our contract, and why we were not notified before the work began."

Contract Analysis — Service Specification & SLA

Element	Source	Finding	Detail
Reactive M&E maintenance	Service Spec, Part 2 §2.1	✓ In Scope	Schedule 2, §3.4 — unplanned reactive maintenance to M&E plant and equipment is explicitly included
Emergency response (Priority 1)	SLA, Part 3 §3.1	✓ Compliant	4-hour response target. Technician attended 00:23, fault logged 23:47 — within 37 minutes
Advance notice requirement	SLA, §4.2	✓ Exempt	48-hour notice waived for emergency works presenting building operations risk — HVAC failure qualifies
Rate applied (emergency M&E)	Schedule 5 — Rate Card	✓ Contracted	SGD 8,400 at contracted emergency reactive rate — no uplift or variation applied

Evidence Trail

WO-2026-441

Work order raised — HVAC fault, Level 7, classified Priority 1

03 Jun · 23:47

✓

Auto-Auth

Emergency authorisation applied — under SGD 10K threshold, no manual approval required

03 Jun · 23:48

✓

Attendance Log

Technician on site — response time 36 min (SLA target: 4 hrs)

04 Jun · 00:23

✓

Service Record

Works completed, HVAC restored to operational. Signed off by site supervisor

04 Jun · 06:15

✓

Draft Client Response — Ready to Send

Carpet Replacement

WO-2026-387 · Capital Works · Floors D7–D12 · 28 May 2026

Scope Determination

✗ OUT OF SCOPE

Client Query

Received: 02 Jun 2026, 14:07 · From: Meridian Finance Director

"We have received an invoice for SGD 42,000 for carpet replacement across Floors D7 to D12. We were under the impression that maintenance of our floors was covered under the IFM contract. Please explain why this is being billed separately and what the basis is."

Contract Analysis — Service Specification & Exclusion Schedule

Element	Source	Finding	Detail
Carpet maintenance (cleaning)	Service Spec, Part 2 §5	✓ In Scope	Routine vacuuming, spot cleaning, and stain treatment of carpeted areas is included under soft services
Full floor covering replacement	Schedule 4 §2 — Exclusions	✗ Excluded	Full replacement of floor coverings constitutes capital expenditure and is explicitly excluded from IFM scope
Variation order requirement	Contract §14.1	✗ Not Raised	Works outside Schedule 2 require a signed variation order agreed by both parties before commencement
Invoice coding	Billing review	✗ Error	Invoice raised under maintenance billing cycle — should be a formal variation request, not a standard charge

Evidence Trail

WO-2026-387

Work order raised — full carpet replacement, Floors D7–D12

22 May · 11:20

⚠

No VO Raised

No variation order created — work proceeded without client sign-off on variation scope

22–28 May

⚠

INV-2026-062

Invoice issued under standard maintenance code — incorrect billing category applied

01 Jun · 09:00

⚠

Action Required

Withdraw current invoice · Reissue as variation order request · Obtain client approval before payment

Pending

⚠

Draft Client Response — Ready to Send

Event Security Hours

WO-2026-408 · Soft Services · Board Meeting · 05 Jun 2026

Scope Determination

◈ REQUIRES REVIEW

Client Query

Received: 06 Jun 2026, 10:45 · From: Meridian Office Manager

"We have received a charge of SGD 6,200 for additional security coverage during our board meeting on 5 June. We were not aware that additional security hours would be billed separately. Are these hours chargeable under the contract, and if so, what is the basis?"

Contract Analysis — SLA §6 Security Services

Element	Source	Finding	Detail
Standard security coverage	Schedule 2, §6	✓ In Scope	Mon–Fri 07:00–22:00, Sat 08:00–14:00. Board meeting ran Fri 17:00–21:30 — within standard hours
Additional headcount for event	SLA, §6.2	◈ Conditional	Extended coverage and additional personnel for events requires 5 business days' written notice from client
Notice period compliance	WO-2026-408 timestamp	✗ Not Met	Work order raised same day as event (05 Jun). 5-day notice requirement not satisfied
Charge validity	Account manager review	◈ Disputed	If notice was not given, contractual basis for additional headcount charge is ambiguous — requires judgment call

Evidence Trail

WO-2026-408

Work order raised — additional security, board meeting, same-day request

05 Jun · 08:30

⚠

SLA §6.2

5 business days' notice required for event coverage — not provided. No client sign-off on record

Required: 29 May

⚠

Attendance Log

2 additional security officers deployed 17:00–22:00 (5 hrs each). Total: 10 officer-hours at event rate

05 Jun · 17:00

✓

Action Required

Account manager to determine: absorb as goodwill, or negotiate with client. Do not send standard response.

Escalated

⚠

Account Manager Briefing — Internal Use Only