Service level · Tower to function
Order-to-Cash lane availability
Order-to-Cash Tower
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 Growth Management
Signed onMar 15, 2026
A signature makes this level a commitment somebody can be held to. more
How it is measured
Asserted, not measured
Reported by the tower from its own operations dashboard. more
no source system named
Attainment for this level does not come from the work ledger. more
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. more
Breach history
No breaches recorded
No period has fallen below the attainment floor on this level in the measured window. more
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. more
Attainment, breach detail and credit on this record are modeled. more