Make shared case participation a contract requirement.
Give procurement and commercial teams ready-made specification language to mandate participation in a shared case workspace and establish it as the agreed shared operational record.
When service issues cross organisational boundaries, fragmented evidence trails and disputed timelines cost you money: lost SLA claims, prolonged disputes, and weeks spent reconstructing what happened. Mandating shared case participation strengthens the evidence base for service credit reviews, disputes and RCA work.
These blocks are practical drafting prompts, not legal advice. Review them with your procurement and legal teams before use.
Schedule extract
Shared case obligation
Procurement leverage
The operator designates the Platform as the agreed shared operational record. Suppliers accept the same clocks and evidence trail before award.
Why mandate access
SLA accountability only works when everyone sees the same clock.
When a service case crosses a supplier base, SLA exposure does not stop at the operator help desk. Every party that touches the case contributes to resolution — or delays it. Without an agreed operational record, the buyer may struggle to evidence who owned what, when the hand-off happened or where evidence was missing.
Mandating platform participation in supplier agreements turns that shared operational record into a contractual expectation, not a goodwill gesture.
One shared case trail
Suppliers work from the same shared case record as the operator. Fewer duplicate trails, less lost context and clearer hand-off history.
SLA clocks per party
Each party's response and resolution clock is tracked independently, so the buyer can see who is on track, who is at risk and who has breached.
Authoritative audit trail
Every status change, hand-off, evidence submission and shared comment is recorded as the agreed chronology for review and dispute resolution.
Evidence completeness scoring
The buyer defines required evidence by incident type. The Platform tracks what has been received, what is missing and what has been validated.
Controlled customer updates
Internal resolution notes stay separate from customer-safe updates. The Platform remains the controlling record for customer-facing incident communications.
Contractual participation standard
Participation is written as a supplier obligation, not an optional collaboration preference. The buyer sets the operating standard before award.
Copy-and-paste blocks
Specification language for contracts and tenders
The blocks below are drafted for direct use in ITT responses, service schedules, SLA annexes and supplier onboarding requirements. Adapt the bracketed fields for your organisation, asset type and service structure.
These clauses are intentionally generic. In this guide, references to "the Platform" mean Coactix, so procurement teams can paste supplier-neutral language into tender documents while still specifying the operating model they intend to mandate.
Contract & tender language
Seven ready-to-use blocks for ITTs, SLA annexes, service schedules and framework agreements.
Block 1 — Supplier Participation Requirement
Use in: ITT mandatory requirements / service schedule / supplier onboarding checklist
[SUPPLIER NAME] shall, as a condition of this agreement, participate in the shared case management platform operated by [OPERATOR NAME] ("the Platform"). The Platform shall be the agreed shared operational record for all shared case activity within the scope of this agreement.
Participation requires:
(a) Designation of a named platform contact within [X] business days of contract award;
(b) Acceptance of a platform invitation sent to the nominated email address;
(c) Acknowledgement of the Platform's comment visibility and data-sharing terms as set out in Schedule [X];
(d) Use of the Platform for all shared case acknowledgements, status updates, evidence submissions, hand-offs and shared case comments.
Failure to accept a platform invitation within [X] business days of issuance shall be treated as a service failure under clause [X].Insert into supplier participation, technology requirements or onboarding schedules. Adjust timelines and clause references to match your contract structure.
Block 2 — SLA Clock and Response Obligations
Use in: SLA annex / service level schedule / KPI framework
Where a shared case is raised on the Platform by [OPERATOR NAME] or another participating party, [SUPPLIER NAME]'s SLA response obligations shall be measured from the timestamp of first platform notification. [SUPPLIER NAME] shall: (a) Acknowledge the shared case within [X] hours of first notification; (b) Update the Platform with status, ownership and any evidence requests within [X] hours of acknowledgement; (c) Submit all required evidence items, as defined in the Platform's evidence checklist for that incident type, within [X] business days of request. Platform timestamps, acknowledgement records, status changes and breach states shall be treated as part of the agreed operational record for performance review, dispute resolution and RCA purposes.
Replace response windows with your contracted SLA targets. Use alongside your existing SLA schedule rather than as a replacement.
Block 3 — Evidence Submission Requirements
Use in: service level schedule / evidence and documentation annex
[SUPPLIER NAME] shall submit all required shared case evidence via the Platform within the timescales defined in the applicable evidence checklist. Evidence types may include, but are not limited to: - Field service reports - Asset diagnostic logs and telemetry exports - Photographic or video evidence - Remote access or session logs - Parts and labour records - Third-party subcontractor reports Evidence submitted via the Platform shall be considered part of the agreed operational record for RCA, warranty or insurance purposes. Evidence submitted outside the Platform shall not be accepted as a substitute unless [OPERATOR NAME] grants a written exception through the Platform or another expressly approved governance channel.
Adapt the evidence type list to match your asset class and incident taxonomy. Cross-reference with RCA and warranty claim procedures.
Block 4 — Audit Trail and Dispute Resolution
Use in: dispute resolution clause / governance schedule / audit rights
The Platform records shared case activity, including status changes, party hand-offs, evidence submissions, comment additions and SLA clock events. This activity trail shall be treated as the agreed operational record of shared case chronology for the purposes of: (a) Performance review and KPI reporting; (b) Contractual dispute resolution; (c) RCA preparation and customer reporting; (d) Warranty, insurance or third-party claim substantiation. [OPERATOR NAME] shall retain audit data in accordance with its data retention policy. [SUPPLIER NAME] may request an export of audit records relating to shared cases it was party to, subject to [OPERATOR NAME]'s data governance procedures.
Insert into dispute resolution or governance schedules. This strengthens existing audit rights provisions rather than replacing them.
Block 5 — Customer Update and Communication Standard
Use in: customer communication obligations / service management schedule
Where [SUPPLIER NAME] contributes to the resolution of a shared case that has a customer-facing impact, [SUPPLIER NAME] shall provide updates via the Platform using the "shared" or "customer-safe" visibility tier, as directed by [OPERATOR NAME]. [SUPPLIER NAME] shall not communicate directly with [OPERATOR NAME]'s customer regarding the shared case without prior written authorisation, unless in an emergency situation requiring immediate safety action. All customer-safe updates shall be reviewed and approved by [OPERATOR NAME] before release. The Platform shall remain the controlling record for customer-facing incident communications and the Platform's comment visibility controls enforce this separation by design.
Use in service management or customer communication obligations, especially for managed service, field service and OEM supplier relationships.
Block 6 — ITT Evaluation Criterion
Use in: ITT evaluation criteria / scored questions
Scored question — Shared case management capability [SUPPLIER NAME] is required to confirm willingness and technical capability to participate in [OPERATOR NAME]'s shared case management platform as a condition of contract award. The Platform shall be used as the agreed shared operational record for shared case activity, evidence submission, SLA review and audit chronology. Please confirm: (a) Your organisation's ability to designate a named platform contact; (b) Your process for ensuring timely acknowledgement and update of shared cases; (c) Your approach to evidence submission within platform-defined timescales; (d) Any technical or organisational constraints that may affect participation. Suppliers who cannot confirm readiness to participate may be excluded, scored down or required to provide a remediation plan, subject to [OPERATOR NAME]'s procurement policy.
Use as a pass/fail or weighted ITT question. It makes platform participation a pre-award requirement rather than a post-award negotiation.
Block 7 — Framework Agreement Standard Clause
Use in: framework agreement / multi-supplier arrangement / dynamic purchasing system
Shared case management platform — standard framework obligation All suppliers admitted to this framework shall, as a condition of call-off contract award, participate in [OPERATOR NAME]'s shared case management platform for the duration of any active call-off. The Platform shall be the agreed shared operational record for shared case activity across the framework. Participation obligations at call-off level include: (a) Named platform contact designated within [X] days of call-off award; (b) Shared case acknowledgement within contracted SLA windows; (c) Evidence submission to platform-defined checklists; (d) Compliance with platform comment visibility and data governance terms. [OPERATOR NAME] reserves the right to use platform audit data in framework performance reviews, renewal assessments and derogation proceedings.
Use in framework agreement schedules where multiple suppliers will be onboarded over time. Sets the standard once rather than negotiating per call-off.
Practical adoption
How to use this page
Treat these clauses as procurement building blocks. Keep the existing legal structure, then insert shared-case obligations where supplier participation, SLA evidence and incident governance are defined.
Identify your contract type
Choose the blocks that match your document: ITT, service schedule, SLA annex, framework agreement or onboarding checklist.
Adapt the bracketed fields
Replace [OPERATOR NAME], [SUPPLIER NAME], schedule references and timeframes with your organisation's details.
Cross-reference existing schedules
These blocks are designed to sit alongside existing SLA, dispute resolution and communication clauses.
Set the Platform as controlling record
Make clear that the Platform is the agreed shared operational record for shared cases, evidence, SLA clocks and audit chronology.
Brief suppliers before award
Give suppliers the participation requirement during procurement so readiness is settled before contracting.
Supplier-facing summary
For suppliers: what participation means
If a customer includes platform participation as a contract requirement, here is what that means in practice.
Contractual participation
If the buyer includes this requirement, participation becomes part of the agreed service model and supplier governance process.
Invitation-based onboarding
The buyer sends a platform invitation. The supplier accepts it, designates a named contact and uses the Platform for assigned shared cases.
Case-scoped visibility
Suppliers see shared cases they are party to, not other suppliers' cases or the operator's internal notes.
Evidence ownership
Evidence submitted by a supplier is attached to the relevant shared case and included in the agreed operational record.