LensReading which lens this session carries.

Auditor evidence pack

Analysis at publish

Customer Service · Service Analytics · line CS11A · Period Service Review. This pack names every action taken on this unit, who or what took it, the authority that permitted it, and the model, prompt and policy versions in force at that moment.

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. An override must state what the agent concluded and why it is being set aside.

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. Held until the regulator confirms it will not open a formal matter.
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 earlier record is never edited or deleted.
  • 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. Making that impossible requires publishing chain tips to a store this application cannot write to. That anchor is not built, and this page does not claim it.
  • 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. Cryptographic agent identity and signed attestation are a separate piece of work.