There are instances where customers select an appointment slot that falls outside the defined SLA, which creates a perception that FSM failed to provide SLA‑compliant availability. To ensure transparency and protect FSM from incorrect attribution, we need a mechanism to automatically capture and store the very first appointment slot originally offered by the system. This allows the business to validate that FSM did present an SLA‑compliant option and that any SLA miss was due to the customer’s choice rather than a scheduling limitation. Currently, we do not have any functionality that records or evidences the initial offered slot, which results in an inability to defend SLA compliance during disputes.
