Service level · Tower to function
Order-to-Cash lane availability
Order-to-Cash Tower
Committed level
99.5%
availability at or above target · calendar month
Attainment
97.5%
worst period 95.8%
Consequence of a miss
Service credit
capped at 20%
Breaches
0
0 with remediation still open
Credit
$0
$0 of it actually paid
The commitment
Who owes what to whom
TypeCommitted level
Owed byAI GBS — Order-to-Cash Tower
Owed toSales, Customer Service
Measurement windowCalendar month
Effective fromMar 21, 2026
Next reviewSep 17, 2026
Signature
Named and dated
Signed byMorgan Idris
RoleFunction Leader, Revenue Operations
Signed onMar 15, 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
Asserted, not measured
Reported by the tower from its own operations dashboard. There is no independent probe, so this figure is asserted rather than measured.
no source system named
Attainment for this level does not come from the work ledger. It is reported by the provider or sampled by hand, which means the number cannot be independently reconstructed from evidence held on this estate.
What a miss costs
Service credit
Below 99.5% returns 2% of the monthly charge; below 98% returns 8%.
Tiered: 2% below 99.5%, 8% below 98%.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
98.1%
102.8% · target met
2026 Q1
96.3%
100.0% · target met
2026 Q2
95.8%
99.2% · target missed
Jun 2026
99.1%
104.4% · target met
Jul 2026
98.3%
103.2% · target met
Aug 2026
97.6%
102.0% · 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
No breaches recorded
No period has fallen below the attainment floor on this level in the measured window. That is a clean record over a short window on a modeled estate, not a track record.
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.