Service level · Tower to function
Hire-to-Retire case cycle time
Hire-to-Retire Tower
Committed level
18 hrs
cycle-time at or below target · rolling 30 days, 95th percentile
Attainment
96.1%
worst period 92.9%
Consequence of a miss
Service credit
capped at 12%
Breaches
3
1 with remediation still open
Credit
$10.9k
$3.6k of it actually paid
The commitment
Who owes what to whom
TypeOperational level
Owed byAI GBS — Hire-to-Retire Tower
Owed toHuman Resources, Administration
Measurement windowRolling 30 days, 95th percentile
Effective fromJan 20, 2026
Next reviewOct 1, 2026
Signature
Named and dated
Signed byPriya Raman
RoleChief People Officer
Signed onJan 16, 2026
A signature makes this level a commitment somebody can be held to. Without one it is a target that reads like a commitment.
How it is measured
From the work ledger
Measured from the work unit ledger, not from the tower dashboard. Start is intake acceptance, stop is the closing evidence record.
source hcm-core
What a miss costs
Service credit
A miss in any month returns 4% of that month's tower charge to the receiving function, calculated on the charged volume rather than on headcount.
4% of monthly tower charge per breached month, capped at 12% a quarter.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
93.6%
19.4 hrs · target missed
2026 Q1
92.9%
19.8 hrs · target missed
2026 Q2
98.5%
16.6 hrs · target met
Jun 2026
94.9%
18.6 hrs · target missed
Jul 2026
100.0%
15.7 hrs · target met
Aug 2026
96.7%
17.6 hrs · target met
The bar scale starts at 85% rather than zero, because every value on a service level sits in the last few points and a zero-based axis would flatten the only part of the range anyone argues about. The floor line is attainment below 95%, which is what opens a breach.
Breach history
3 recorded misses
BRC-0003Jun 2026 · occurred Jun 5, 2026 · detected 2 months ago
measured 18.6 against 18.0
missed by 3.5%
1,248 units affected
open 26.5 hrs
A credential rotation on the customer platform was not coordinated with the connector registry. Reads failed closed, which is the correct behavior and still produced a miss.
contributing: Detection lag of 27 hours before anyone was paged · Measured from the work unit ledger
Source system unavailableNever claimed · $3.6kClosed
Sofia Lindqvist, Finance Business Partner, Operations · remediation due Jul 20, 2026 · closed
Instrument the path independently rather than accepting the tower dashboard as the measurement of record.
BRC-00022026 Q1 · occurred Mar 23, 2026 · detected 5 months ago
measured 19.8 against 18.0
missed by 9.9%
342 units affected
open 52.8 hrs
A campaign launch pushed inbound volume past the point where agent throughput could absorb it without a second human review shift.
contributing: Detection lag of 16 hours before anyone was paged · Measured from the work unit ledger
Volume above planNever claimed · $3.6kClosed
Daniel Okoye, Finance Business Partner, Technology · remediation due May 7, 2026 · closed
Add a surge clause to the level so that arrivals above 1.5 times plan suspend the commitment rather than breaching it.
BRC-00012025 Q4 · occurred Dec 29, 2025 · detected 8 months ago
measured 19.4 against 18.0
missed by 7.7%
2,326 units affected
open 31.0 hrs
Output accuracy on a narrow document class fell below the gate. The gate did its job. The commitment made no allowance for the gate doing its job.
contributing: Detection lag of 33 hours before anyone was paged · Measured from the work unit ledger
Model quality degradedCredit paid · $3.6kRemediation open
Daniel Okoye, Finance Business Partner, Technology · remediation due Feb 12, 2026 · still open
Agree the root-cause taxonomy with the tower so that a disputed cause has a defined resolution path instead of stalling.
What this record is, and what it is not
Drill results are measured against a modeled estate on a rehearsal calendar of our own making. Recovery times here are real measurements of a simulation, not evidence that a customer's production estate recovers in the same time.
Attainment, breach detail and credit on this record are modeled. The structure — a named counterparty, a measurement basis that can be checked, a signature, a review date, a consequence, and a breach ledger that records the cause rather than the excuse — is the part intended to survive contact with a real estate.