Service level · Tower to function
Source-to-Pay escalation response
Source-to-Pay Tower
Committed level
45 min
response-time at or below target · per escalation, business hours
Attainment
98.1%
worst period 95.4%
Consequence of a miss
Service credit
capped at 6%
Breaches
0
0 with remediation still open
Credit
$0
$0 of it actually paid
The commitment
Who owes what to whom
TypeOperational level
Owed byAI GBS — Source-to-Pay Tower
Owed toProcurement, Finance
Measurement windowPer escalation, business hours
Effective fromFeb 19, 2026
Next reviewOct 29, 2026
Signature
Named and dated
Signed byTobias Renn
RoleDirector, Business Finance
Signed onFeb 11, 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
Escalation opened to first human action, taken from the escalation ledger.
no source system named
What a miss costs
Service credit
Two percent of the monthly charge where the monthly median response exceeds the level.
2% of monthly tower charge per breached month.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
98.1%
42.0 mins · target met
2026 Q1
100.0%
39.2 mins · target met
2026 Q2
99.5%
40.0 mins · target met
Jun 2026
96.9%
43.7 mins · target met
Jul 2026
95.4%
45.9 mins · target missed
Aug 2026
98.8%
41.0 mins · 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.