Governed Field Service Billable Classification

1 — Classify no-charge (auto)

SVC-3301's scheduled PM tune-up is explicitly covered by an active Full Coverage contract — a clear-cut, recurring pattern, auto-executes.

2 — Classify billable (auto)

SVC-3302's contamination cleanup is customer-caused and explicitly outside the contract's covered scope — unambiguous, auto-executes as billable T&M.

3 — Escalated → approved (ambiguous contract language)

SVC-3303's chamber-liner failure at month 14 of a 36-month agreement — the contract doesn't clearly say whether this is 'normal wear' or a 'covered failure', routed to a named service manager.

4 — Escalated → approved (contract timing edge case)

SVC-3304's repair happened within 7 days of the contract's renewal — which term actually governs the call is a timing edge case, not a mechanical read.

5 — Escalated → approved (mixed visit needs a split)

SVC-3305's visit touched a covered vacuum-pump replacement and a separate, uncovered throughput upgrade — needs an apportioned split, never a single classification.

6 — Blocked (never: active warranty claim)

SVC-3306 already has an open manufacturer warranty claim logged — billing it directly bypasses warranty-claim resolution entirely, a hard block regardless of the amount.

7 — Blocked (never: scope — unauthorized waiver)

Someone asks the agent to waive SVC-3307's billable charge as a goodwill gesture — 'waive_billable_charge' isn't an action type this agent is authorized to take at all.

8 — Blocked (ERP: contradicts real SAP coverage record)

SVC-3308's service type is generically covered per CT-508's category list — policy approves it — but SAP's authoritative record shows the contract is on a billing hold the category list doesn't reflect.