Sierra — resolutionOutcome contract

Sierra states that outcome criteria are agreed per customer up front and that escalated or unresolved conversations carry, in most cases, no charge. No public operational definition exists, so the vendor lens below is a conservative placeholder to be replaced with the criteria in your Sierra order form.

Contract ID: sierra_outcome
Source: https://sierra.ai/blog/outcome-based-pricing-for-ai-agents
Retrieved: 2026-09-11
Notes: Only published rules encoded: escalated → not charged ('in most cases'); unresolved → not charged ('in most cases'). The verified condition is NOT published by the vendor; the placeholder requires explicit customer confirmation and must be replaced with the contracted criteria. https://sierra.ai/pricing returned 404 on retrieval.

Vendor lens

Reproduces the vendor's published definition as closely as public documentation allows.

Verified if all of: customer confirmed resolved within 30d of the claim
Not verified if any of: escalated to a human within 7d of the claim; a duplicate claim exists for the same subject in the period
Unverifiable if any of: required fact source not connected: conversations

Strict lens

Applies the same definition with longer windows and additional checks a controller would expect.

Verified if all of: customer confirmed resolved within 30d of the claim
Not verified if any of: reopened within 30d of the claim; escalated to a human within 7d of the claim; a human agent replied within 7d of the claim; a refund or credit was issued within 30d of the claim; customer left a negative satisfaction rating; a duplicate claim exists for the same subject in the period
Unverifiable if any of: required fact source not connected: conversations; subject could not be matched in any fact source
Override (supporting evidence only): transcript label is customer_indicated_unresolved, abandoned → NOT_VERIFIED

Unknown fields

Things the source has not published. No value is assumed for these.

channels
currency
reopen_handling
time_window
unit_price
verified_conditions

Contract YAML

The machine-readable contract compiled into both lenses. Sign in to select it for your tenant or fork it.

# Sierra — outcome-based pricing. The vendor publishes no operational definition; criteria are agreed per contract.
id: sierra_outcome
version: 1
vendor: sierra
vendor_display: "Sierra"
outcome_type: resolution
claim_source: generic.csv
subject_kind: conversation
description: >
  Sierra states that outcome criteria are agreed per customer up front and that escalated or unresolved
  conversations carry, in most cases, no charge. No public operational definition exists, so the vendor lens
  below is a conservative placeholder to be replaced with the criteria in your Sierra order form.
source_citation:
  url: "https://sierra.ai/blog/outcome-based-pricing-for-ai-agents"
  retrieved: "2026-09-11"
  title: "Outcome-based pricing for AI Agents | Sierra"
  notes: >
    Only published rules encoded: escalated → not charged ('in most cases'); unresolved → not charged ('in most cases').
    The verified condition is NOT published by the vendor; the placeholder requires explicit customer confirmation
    and must be replaced with the contracted criteria. https://sierra.ai/pricing returned 404 on retrieval.
unknown_fields: [verified_conditions, time_window, unit_price, currency, reopen_handling, channels]
lenses:
  vendor:
    verified_if:
      all:
        - customer_confirmed_resolved: {within: "30d"}
    not_verified_if:
      any:
        - escalated_to_human_within: "7d"
        - duplicate_claim_for_subject
    unverifiable_if:
      any:
        - missing_fact_source: [conversations]
  strict:
    verified_if:
      all:
        - customer_confirmed_resolved: {within: "30d"}
    not_verified_if:
      any:
        - reopened_within: "30d"
        - escalated_to_human_within: "7d"
        - human_reply_within: "7d"
        - refund_or_credit_within: "30d"
        - csat_negative
        - duplicate_claim_for_subject
    unverifiable_if:
      any:
        - missing_fact_source: [conversations]
        - identity_unmatched
    overrides:
      - when: {transcript_label_is: [customer_indicated_unresolved, abandoned]}
        verdict: NOT_VERIFIED
exclusions: []
billing:
  unit_price: null
  currency: USD
  unknown_fields: [unit_price, currency]

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