Service level · Function to the business
Cross-tower transaction availability
AI GBS & Global Business Services
The commitment
Who owes what to whom
TypeCommitted level
Owed byAI GBS & Global Business Services function
Owed toAll feeder functions
Measurement windowCalendar month
Effective fromMay 11, 2026
Next reviewNov 2, 2026
FunctionAI GBS & Global Business Services
Signature
Named and dated
Signed byAvery Chen
RoleEnterprise Chief of Staff
Signed onMay 6, 2026
A signature makes this level a commitment somebody can be held to. more
How it is measured
Asserted, not measured
Composed from the four tower dashboards, each of which reports its own availability. more
no source system named
Attainment for this level does not come from the work ledger. more
What a miss costs
Service credit
Below 99.7% returns 3% of the monthly charge across all feeder functions.
Charged at the rate set out in the basis, capped at 9%.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
96.9%
101.1% · target met
2026 Q1
96.0%
99.7% · target met
2026 Q2
96.6%
100.7% · target met
Jun 2026
97.4%
101.9% · target met
Jul 2026
98.4%
103.5% · target met
Aug 2026
92.3%
93.8% · target missed
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
1 recorded miss
BRC-0029Aug 2026 · occurred Aug 6, 2026 · detected 10 days ago
measured 93.8 against 99.7
missed by 5.9%
2,269 units affected
open 50.8 hrs
The investigation was started and never finished. more
Never establishedCredit paid · $3.6kUnresolved
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