LensReading which lens this session carries.

Auditor evidence pack

Analysis at publish

Customer Service · Service Analytics · line CS11A · Period Service Review.

Chain verified

Every record links to the one before it and hashes to its stored value. 5 records were re-hashed on this page load, in order, starting from the genesis value. Nothing was read from a cached verdict.

hash = sha256(prevHash + "|" + JSON{seq, unitRef, actor, action, outcome, occurredAt})

Records
5
Append-only, sequenced
Agent actions
4
Taken by software
Human actions
1
Taken by a named person
Refusals
0
Blocked by the authority register
Corrections
0
Later record supersedes an earlier one
Legal hold
Held
HOLD-005

The unit

What the work was, and where it sits

Reference
CS11A-1016
Subject
Oscar Muller
Requested by
Hannah Tanaka
Value
$1.3m
Materiality
high
Currently held by
Cost-to-Serve Agent (agent)
Sub-function owner
Head of Service Analytics
Orchestrator
Service Analytics Orchestrator

Every action, in order

Actor, authority, versions in force, and the hash link to the record before it

1
Cost-to-Serve AgenttaskCleared

Cleared compute cost to serve

2026-08-17 10:06:00ZAuthority CS11-AUTH-A1 · cap $2,000,000Jurisdiction AUAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
document-fetch@t9, read-only-lookup@t12
in f9403591...40b3bcout 7a4eec56...f79e1aartifact ART-CS11A-1002-1 genesis → cdd59007...64c237
2
Contact Driver AgenttaskCleared

Cleared explain drivers

2026-08-17 14:41:00ZAuthority CS11-AUTH-A1 · cap $2,000,000Jurisdiction AUAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
document-fetch@t9, read-only-lookup@t12
in 6435f9eb...7f1a08out 54d74459...3e4b91artifact ART-CS11A-1002-2 cdd59007...64c237 → dec17dda...0681f0
3
Deflection Value AgentgbsCleared

Cleared draft narrative

2026-08-17 19:16:00ZAuthority CS11-AUTH-A1 · cap $2,000,000Jurisdiction AUAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
ledger-write@t7, document-fetch@t9
in a6edb11d...c5905fout b4b3a400...1a49bdartifact ART-CS11A-1002-3 dec17dda...0681f0 → 78cc2532...629df0
4
Head of Service Analyticsaccountable-ownerCleared

Cleared review

2026-08-17 23:50:00ZAuthority CS11-AUTH-H1 · cap $2,000,000Jurisdiction AUAutonomy A0Retention CUST-5YLegal hold HOLD-005
Model
human@n-a
Prompt
human@n-a
Policy
customer-commitments@v5
Tools
none
in 1f02eb34...9790f2out ea9f7f51...473539artifact ART-CS11A-1002-4 78cc2532...629df0 → c513f5f0...ef9f5f
5
Narrative AgenttaskIn progress

Holding at publish

2026-08-18 04:25:00ZAuthority CS11-AUTH-A1 · cap $2,000,000Jurisdiction AUAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
document-fetch@t9, read-only-lookup@t12
in 5b7e48d3...e359a4out a9bd6986...32cf25artifact ART-CS11A-1002-5 c513f5f0...ef9f5f → a8c861af...bd4402

Authority relied on

Who was allowed to do this, up to what value, in which jurisdictions

CS11-AUTH-A1ActiveService Analytics Orchestrator

Any unit on a service analytics line where every intake check passed, the policy in force is current, and the value sits inside the cap below.

Cap $25,000US · UK · DE · SGDelegated from Head of Service AnalyticsExpires 2027-03-02
CS11-AUTH-H1ActiveHead of Service Analytics

Anything the agent grant refuses, plus any override of an agent outcome.

Cap $250,000US · UK · DE · SGDelegated from Customer Service leadershipExpires 2027-05-12

Versions in force

Exactly what was running when these actions were taken

KindIdentifierVersionStatusOwner
modelextract-lite2.9currentPlatform model council
policycustomer-commitmentsv5currentChief revenue officer
prompttask-executionp21currentShared service engineering
toolsetledger-writet7currentFinance systems
toolsetread-only-lookupt12currentPlatform engineering
toolsetdocument-fetcht9currentShared service engineering

Gates on this line

The control points this unit had to clear

Review
Held for a named human when the unit exceeds the analysis decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
Approver: Head of Service Analytics · not reached

Records schedule and holds

How long this evidence must be kept, and whether it is frozen

CUST-5Y5 years
Customer commitment and service evidence
Consumer claim windows and revenue recognition audit trail.
Deleted at five years from the last account activity.
HOLD-005active
Customer complaint escalation — service credits
A pattern of service credit refusals was raised with a consumer regulator.
Custodian Head of Consumer Law · requested by Chief Customer Officer

What this pack proves, and what it does not

Read this before you rely on it

It does prove
  • Every action carries a named actor, an actor kind, and a timestamp.
  • Every action names the authority grant that permitted it and the cap that grant carries.
  • Every action stamps the model, prompt, policy and tool versions in force at that moment.
  • Corrections are additive. A later record supersedes an earlier one and says why
  • The chain is re-hashed live on this page, so a single altered field is detected immediately.
It does not prove
  • It is not tamper-proof against an attacker with write access to the store, who could rewrite the whole chain from genesis.
  • The evidence in this demonstration is modeled from a simulated estate, not captured from production systems.
  • Identity here is the actor name recorded on the action.