Service level · Function to the business
Case first response
Customer Service
The commitment
Who owes what to whom
TypeCommitted level
Owed byCustomer Service function
Owed toCustomers, through the master services agreement
Measurement windowRolling 30 days, 90th percentile
Effective fromMar 9, 2026
Next reviewAug 31, 2026
FunctionCustomer Service
Signature
Named and dated
Signed byRafael Ortiz
RoleGeneral Counsel
Signed onMar 4, 2026
A signature makes this level a commitment somebody can be held to. more
How it is measured
From the work ledger
Case created to first substantive response, agent or human, from the service platform.
source svc-platform
What a miss costs
Service credit
The only externally facing commitment on the estate. more
Charged at the rate set out in the basis, capped at 5%.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
97.6%
19.0 mins · target met
2026 Q1
97.4%
19.1 mins · target met
2026 Q2
99.3%
17.9 mins · target met
Jun 2026
94.9%
20.7 mins · target missed
Jul 2026
96.6%
19.6 mins · target met
Aug 2026
99.5%
17.8 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. more
Breach history
1 recorded miss
BRC-0028Jun 2026 · occurred Jun 5, 2026 · detected 2 months ago
measured 20.7 against 20.0
missed by 3.5%
1,721 units affected
open 18.5 hrs
A campaign launch pushed inbound volume past the point where agent throughput could absorb it without a second human review shift.
contributing: Detection lag of 22 hours before anyone was paged · Measured from the work unit ledger
Volume above planCredit due · $3.6kClosed
Daniel Okoye, Finance Business Partner, Technology · remediation due Jul 20, 2026 · closed
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