A proposed departure from an applicable commercial policy or standard position. It is a request for a deliberate decision outside the usual rules, not an approval simply because it appears in a quote.
An example
Guidance calls for a 7% same-scope renewal uplift, but sales asks to keep the annual fee at S$100,000. The flat renewal is documented as an exception with the customer’s reason, alternatives and decision owner.
What to check
Confirm the applicable baseline first. A term already permitted by the governing agreement may not be a new exception.
In practice
Describe the whole exchange, including related discounts, payment changes and service commitments. Record whether the exception is proposed, approved with conditions or declined, and which version the decision covers.