CUST.2:4.3 - Divide by independently different decisions
Split a difference when its continuation can change independently. The same customer may need a supported SSO configuration, a new meaning of “active,” a local report and an exceptional response time. They have different grounds and recipients.
Keep coupled effects visible. Private hosting may alter monitoring, upgrades and support access together. Describing hosting as one technical delta does not remove those consequences. A useful statement can group the linked changes while preserving the separate decisions.
Use ordinary material already needed for the work. The following form is a reminder, not a required registry:
| Recoverable fact | Example |
|---|---|
| Supported basis | The service counts active accounts from the monthly batch under the provider’s definition. |
| Customer difference | The customer excludes suspended accounts but includes pending renewals. |
| Evidence and uncertainty | The operating policy states the first exclusion; treatment of renewals still needs the customer’s decision. |
| Obtaining consequence | Input mapping and acceptance examples must change before results are comparable. |
| Linked obligation | The customer must supply the status information each month. |
| Next useful result | An agreed meaning and qualified mapping, then a delivery choice. |
Remove incidental details that cannot change the decision. Keep an apparently small distinction when it changes acceptance, permission, work or liability.