Floe Cleared Work v1

Version 1 · published 2026-10-19 · source SHA-256 5914bfe6eb9d7263b644d160a6401e59b17ba57336b7efdaacf8ddfe87c8eb89

Status: Approved by the founder on 2026-10-18. Not open for countersign until locked.

It is locked once Floe applies every clause as its application annex describes. From then on this Definition never changes: a change ships as v2.

This is the Definition the buyer and the seller countersign. It says which billed outcomes count as cleared work. The Cleared Work Statement attached to each invoice shows billed against cleared, and gives a reason on every unit that is not cleared. Floe recounts the work from the buyer's own records against this Definition.

Two annexes sit beside it and are not signed: the application annex, which says how Floe applies each clause, and one evidence annex per seller, which quotes that seller's published rules.

Words used here

Seller: the company that sells the AI service and bills per outcome or task.

Buyer: the company that pays the invoice. Its helpdesk or other system of record holds the records Floe recounts from.

Outcome: one billed unit of work, such as a resolution or a hand-off, on one record.

Hand-off: the AI passing a conversation to a person or to a workflow, billed by the seller as an outcome.

Named procedure: a workflow or procedure, configured in the seller's product, that this Definition lists by name as allowed to produce a billable hand-off.

Same conversation: the record the outcome is on, including when it is reopened or snoozed, any record merged into it, and any follow-up record the helpdesk creates from it after it closed.

New conversation: any other conversation the same customer opens, on any topic and any channel.

Re-contact: the customer coming back for more help after the outcome.

Quality signal: a rating the customer gave (csat) or a quality-review score (qa), from the buyer's records.

Exception: a challenge to the line of one record, named by its record id, filed by either party.

Draft and final statement: a draft may be shown while a window is still open. The final statement is issued once the last window of the period has closed.

What governs

Any value the order form sets governs over this Definition.

This Definition holds only parameters both parties countersigned.

A countersign cannot complete while the list of named procedures is unset. If no procedure is to be billable, the parties choose "none" explicitly.

The statement lines

The statement is a strict partition. Every billed unit sits on exactly one of these lines, and billed equals the sum of the lines, in units and in amounts.

Cleared (Payable): Only the units that pass: every rule the records can show was judged, and none excludes the unit.

Not cleared under a seller rule (Not payable): Units the seller's own published rules say are not billed as charged.

Not cleared under a buyer clause (Not payable): Units that fail a clause of this Definition or one of the buyer's acceptance rules.

Held for review (Payable unless an exception is upheld): Units at or below the quality floor (§4). Neither cleared nor not cleared.

Open question (Payable unless an exception is upheld): Units with a finding no published rule settles. A question for both parties.

Not measurable (Payable): Units that could not be matched to one record, whose record could not be read or is outside the buyer's export, or that have a rule that could not be judged once every window closed.

Unverified seller rule (Payable): Units a seller rule would exclude, where Floe could not confirm the rule is published for this product. Never netted against the billed total.

Window still open (Payable): Drafts only, never on a final statement: units with a window that has not closed yet.

Not cleared: rate above contract (Not payable): An amount, no units: the difference when an outcome is billed above its contract rate.

One line per outcome. An outcome lands on the line of the reason that decides it. The reasons rank in this order: a charge to be recovered; a charge to be challenged; a charge the seller removes itself; a charge kept but flagged (a buyer clause, a quality hold or an unconfirmed seller rule); a charge confirmed. The highest-ranked reason decides. When two reasons tie, the tie goes by line order: the line listed first above.

Never cleared unjudged. An outcome is cleared only when every rule on it that the records can show was judged. A rule the buyer's records cannot show on any record of that kind is not applied to them; the statement names that rule and the records it could not be applied to. A deciding reason keeps its line; only an outcome that would otherwise be Cleared moves: to Not measurable when a rule on it could not be judged once every window closed, or, on a draft, to Window still open.

Rate above contract. An outcome billed above its contract rate is judged by its other reasons, at the contract rate, and the difference goes to "Not cleared: rate above contract", so its units count once. When the seller's price rule is unconfirmed, there is no rate line and the difference stays payable.

Silence, by whose window (§1). A unit that fails the seller's own published silence window lands on "Not cleared under a seller rule", or on "Unverified seller rule" while that seller rule is unconfirmed. A unit that passes the seller's window but fails a longer window the buyer chose lands on "Not cleared under a buyer clause".

Windows and the final statement. The final statement is issued only after the last window of the period has closed: by default 7 days after the period ends. A signed statement is never restated because a window closed later.

The exception window never moves a line (§5).

§1 Confirmed vs assumed resolution

Clause id: cw1.silence · link

Rule. A resolution the customer confirmed counts as cleared; an assumed resolution counts only once the customer has stayed silent after the AI's last answer for the silence window, which is the seller's published window or a longer one the buyer chose, never a shorter one.

Default. 24 hours, or the seller's published window if that is longer. Windows count in calendar hours.

§2 Reopen window

Clause id: cw1.reopen · link

Rule. When the customer opens a new conversation for more help inside the reopen window, the outcome is not payable, even when the new conversation falls in a later billing period; a return to the same conversation follows the seller's own published rule for returns, which the reopen window never shortens, and when the seller publishes no such rule the reopen window covers same-conversation returns too.

Default. 7 days, counted in calendar hours from the outcome's resolution time.

A unit this clause makes not payable lands on "Not cleared under a buyer clause", whether the return was in a new conversation or, where the seller publishes no rule for returns, in the same one.

§3 Handoff before resolution

Clause id: cw1.handoff · link

Rule. A billed hand-off made before the customer's issue was resolved is payable only when a named procedure produced it.

Default. No default: the parties set the list of named procedures at countersign, or choose "none", in which case no hand-off is payable under this clause.

§4 Quality floor

Clause id: cw1.quality_floor · link

Rule. The buyer may set a quality floor on one quality signal (csat or qa), stated on that signal's own scale, and an outcome scored at or below the floor is Held for review.

Default. None: no floor applies until the buyer sets one.

Only a rating given before a person on the buyer's team replied counts; a later rating rates that person.

An outcome with no rating or score passes the floor. A qa floor with no quality-review scores supplied passes every outcome, and the statement says that no scores were supplied.

§5 Exception window

Clause id: cw1.exception_window · link

Rule. Either party may file an exception within the period the order form sets for challenging an invoice, or, when it sets none, within 30 days of the later of the invoice date and the final statement's issue date.

Default. 30 days from the later of the invoice date and the final statement's issue date.

Held for review and Open question units close through exceptions. If the buyer files an exception on such a unit within the window and it is upheld, the unit is not payable. If no exception is filed in time, the charge stands.

A Floe operator upholds or rejects each exception, judged against this countersigned Definition and the records. A second operator reviews that decision. Floe then issues a superseding statement that shows the outcome.

The window decides only whether an exception can still be filed. It never moves a unit to another line.