Client applied a deduction against a response-time KPI. The contract defines the target but not what counts as the start of the clock, and not what happens when access is denied by the client’s own operations team.

We logged three instances where the technician arrived within target but could not enter. Deduction stood anyway.

I have started documenting every instance and asking for the boundary to be defined in writing before the next review. Slow, but it works better than arguing after the fact.

How do others handle KPI definitions that were never properly agreed at mobilisation?