Service level · Tower to function
Source-to-Pay touchless rate
Source-to-Pay Tower
Committed level
88%
touchless-rate at or above target · calendar month
Attainment
97.5%
worst period 93.4%
Consequence of a miss
Fee at risk
capped at 3%
Breaches
1
0 with remediation still open
Credit
$5.4k
$5.4k of it actually paid
The commitment
Who owes what to whom
TypeCommitted level
Owed byAI GBS — Source-to-Pay Tower
Owed toProcurement
Measurement windowCalendar month
Effective fromFeb 19, 2026
Next reviewOct 29, 2026
Signature
Named and dated
Signed byRafael Ortiz
RoleGeneral Counsel
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
Units closed with zero human touches against units closed. Touch is any human write to the record.
source erp-fin
What a miss costs
Fee at risk
Three percent of the quarterly tower fee is at risk against this level. It is the only commitment on the estate where the provider can lose fee rather than return a credit.
3% of quarterly fee at risk, assessed at quarter end.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
98.1%
91.0% · target met
2026 Q1
98.2%
91.1% · target met
2026 Q2
93.4%
84.3% · target missed
Jun 2026
95.9%
87.9% · target missed
Jul 2026
99.3%
92.7% · target met
Aug 2026
100.0%
93.6% · 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
1 recorded miss
BRC-00072026 Q2 · occurred Jun 17, 2026 · detected 2 months ago
measured 84.3 against 88.0
missed by 4.2%
337 units affected
open 32.7 hrs
A supplier master update introduced duplicate records. The quality gate caught them, and the resolution path had no owner.
contributing: Detection lag of 11 hours before anyone was paged · Measured from the work unit ledger
Intake data qualityCredit paid · $5.4kClosed
Morgan Idris, Function Leader, Revenue Operations · remediation due Aug 1, 2026 · closed
Instrument the path independently rather than accepting the tower dashboard as the measurement of 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.