Service level · Tower to function
Order-to-Cash order release time
Order-to-Cash Tower
Committed level
6 hrs
cycle-time at or below target · rolling 30 days, 95th percentile
Attainment
97.1%
worst period 93.8%
Consequence of a miss
Service credit
capped at 18%
Breaches
2
2 with remediation still open
Credit
$7.3k
$7.3k of it actually paid
The commitment
Who owes what to whom
TypeCommitted level
Owed byAI GBS — Order-to-Cash Tower
Owed toSales, Revenue Operations, 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 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
From the work ledger
Order accepted to order released to fulfillment. Credit holds stop the clock, which is itself contested.
source crm-cloud
What a miss costs
Service credit
A miss returns 6% of the monthly tower charge. This is the tightest committed level on the estate and the one most often argued about.
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. The floor line is attainment below 95%, which is what opens a breach.
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. It is shown as unresolved because closing it without a cause would misrepresent the estate.
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. No root cause was agreed and no owner was assigned, and the record was left open rather than tidied away.
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. 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.