Service level · Tower to function
Order-to-Cash order release time
Order-to-Cash Tower
The commitment
Who owes what to whom
TypeCommitted level
Owed byAI GBS — Order-to-Cash Tower
Owed toSales, Revenue Growth Management, Customer Service
Measurement windowRolling 30 days, 95th percentile
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
From the work ledger
Order accepted to order released to fulfillment. more
source crm-cloud
What a miss costs
Service credit
A miss returns 6% of the monthly tower charge. more
6% of monthly tower charge per breached month, capped at 18% a quarter.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
94.1%
6.4 hrs · target missed
2026 Q1
98.7%
5.5 hrs · target met
2026 Q2
98.4%
5.5 hrs · target met
Jun 2026
98.3%
5.6 hrs · target met
Jul 2026
93.8%
6.4 hrs · target missed
Aug 2026
99.2%
5.4 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. more
Breach history
2 recorded misses
BRC-0009Jul 2026 · occurred Jul 6, 2026 · detected 41 days ago
measured 6.4 against 6.0
missed by 7.0%
207 units affected
open 22.2 hrs
The investigation was started and never finished. more
Never establishedCredit paid · $3.6kUnresolved
no owner assigned · still open
Agree the root-cause taxonomy with the tower so that a disputed cause has a defined resolution path instead of stalling.
BRC-00082025 Q4 · occurred Dec 29, 2025 · detected 8 months ago
measured 6.4 against 6.0
missed by 6.0%
2,073 units affected
open 20.0 hrs
The miss was recorded and the month closed. more
Never establishedCredit paid · $3.7kUnresolved
no owner assigned · still open
Roster a named releaser for the intake quarantine queue across weekends during peak periods.
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