Overview
Coverage decides whether you send someone today and who pays for it. Get it wrong and you find out weeks later, in a disputed invoice or a goodwill write-off, long after the technician has been and gone. The Coverage Check Agent looks the unit up by serial number, pulls its warranty position and its service contract, tests the requested work against both, and comes back with where the job stands: in warranty, covered under contract, billable, or excluded, plus the terms it read and a flag when the record is too thin to trust. Covered work goes to scheduling. Billable work goes out as a quote first. Nobody argues at the customer’s door, and nobody writes a credit memo three weeks later.
Capabilities
Resolve entitlement before the work is scheduled
Coverage is determined before dispatch, not after the invoice is disputed.
Test requested work against covered scope, SLA terms, and exclusions
Each part of the job is checked against warranty terms and contract terms individually.
Return the coverage decision with the contract terms behind it
Covered work routes to scheduling; billable work routes to quoting. The terms behind the decision are shown, not just the outcome.
Call out a thin or missing entitlement record
When the record is incomplete or absent, the agent surfaces that instead of guessing at coverage.
Example use case
User input
Case CS-2026-61004: pump station controller, SN-PP-7741. Customer requesting a software upgrade and full inspection. Asset is 4 years old.
Agent summary
- Full inspection: COVERED — annual inspection included, last performed Sep 2025
- Software upgrade: NOT COVERED — Exclusion 4.2b applies
- Labor rate if billed: $185/hr (contract Appendix B)
Flagged by agent
Agent handoff
Coverage decision logged to CS-2026-61004:
- Full inspection dispatched and scheduled
- Software upgrade: billable quote sent to account team before scheduling
Agent workflow
1. A job is raised against a piece of equipment
The specific unit is identified by serial number.
2. Warranty position pulled
Install date, original term, and any extensions on file are retrieved.
3. Service contract pulled
Covered scope, tier, SLA terms, and exclusions for that unit are retrieved.
4. Requested work tested against both
Each part of the job is checked against warranty and contract terms. A thin or missing record is called out rather than glossed over.
5. Coverage decision returned before scheduling
Where the job stands and the terms behind it: covered work goes to scheduling, billable work goes out as a quote.
