Service level · Function to the business
Case resolution time
Human Resources
The commitment
Who owes what to whom
TypeCommitted level
Owed byHuman Resources function
Owed toAll employees
Measurement windowRolling 30 days, 90th percentile
Effective fromJan 21, 2026
Next reviewOct 1, 2026
FunctionHuman Resources
Signature
Named and dated
Signed byPriya Raman
RoleChief People Officer
Signed onJan 16, 2026
A signature makes this level a commitment somebody can be held to. more
How it is measured
From the work ledger
Case raised to case closed, excluding cases awaiting the employee.
source hcm-core
What a miss costs
No consequence
No clause. The commitment is to employees, who have no mechanism to claim anything when it is missed.
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. more
Attainment by period
6 measured periods · floor at 95%
2025 Q4
98.8%
32.8 hrs · target met
2026 Q1
98.0%
33.7 hrs · target met
2026 Q2
97.5%
34.3 hrs · target met
Jun 2026
97.7%
34.0 hrs · target met
Jul 2026
93.4%
39.0 hrs · target missed
Aug 2026
100.0%
31.4 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. more
Breach history
1 recorded miss
BRC-0026Jul 2026 · occurred Jul 6, 2026 · detected 41 days ago
measured 39.0 against 36.0
missed by 8.3%
1,449 units affected
open 7.4 hrs
Year-end volume arrived four days earlier than the forecast assumed, compressing the peak rather than raising it.
contributing: Detection lag of 31 hours before anyone was paged · Measured from the work unit ledger
Volume above planNo clause to invokeRemediation open
Ravi Menon, Finance Business Partner, Commercial · remediation due Aug 20, 2026 · still open
Agree the root-cause taxonomy with the tower so that a disputed cause has a defined resolution path instead of stalling.
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