Service level · Function to the business
Service request fulfillment
Administration
Committed level
48 hrs
cycle-time at or below target · rolling 30 days, 90th percentile
Attainment
97.7%
worst period 95.3%
Consequence of a miss
No consequence
Reported and discussed. Nothing changes hands.
Breaches
0
0 with remediation still open
Credit
$0
$0 of it actually paid
The commitment
Who owes what to whom
TypeOperational level
Owed byAdministration function
Owed toAll sites
Measurement windowRolling 30 days, 90th percentile
Effective fromApr 20, 2026
Next reviewAug 12, 2026 — overdue
FunctionAdministration
Signature
Nobody has signed this
This level has no signature on file. It is published, it is measured against, and it appears in reporting — but no named person on either side has agreed to it. It is shown here as unsigned rather than being quietly presented as agreed.
How it is measured
From the work ledger
Request raised to fulfillment confirmed.
source facilities-mgmt
What a miss costs
No consequence
No clause.
No credit or charge is attached to this level.
There is no credit, no fee at risk and no other consequence attached to this level. A miss produces a report and a conversation. That is stated plainly here because a service level with no consequence behaves like a target, and calling it a commitment does not change how it behaves under pressure.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
97.6%
45.5 hrs · target met
2026 Q1
100.0%
41.9 hrs · target met
2026 Q2
98.7%
43.9 hrs · target met
Jun 2026
95.3%
49.1 hrs · target missed
Jul 2026
95.9%
48.1 hrs · target missed
Aug 2026
98.8%
43.7 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
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.