Service level · Function to the business
Service desk first response
Information Technology
Committed level
30 min
response-time at or below target · rolling 30 days, 90th percentile
Attainment
96.1%
worst period 93.4%
Consequence of a miss
Service credit
capped at 6%
Breaches
1
0 with remediation still open
Credit
$3.7k
$0 of it actually paid
The commitment
Who owes what to whom
TypeCommitted level
Owed byInformation Technology function
Owed toAll functions
Measurement windowRolling 30 days, 90th percentile
Effective fromApr 27, 2026
Next reviewOct 19, 2026
FunctionInformation Technology
Signature
Named and dated
Signed byYusuf Adeyemi
RoleHead of Identity and Access
Signed onApr 22, 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
Ticket raised to first human or agent response, from the service desk.
source itsm-desk
What a miss costs
Service credit
Two percent of the monthly internal allocation per breached month.
Charged at the rate set out in the basis, capped at 6%.
Attainment by period
6 measured periods · floor at 95%
2025 Q4
97.7%
28.4 mins · target met
2026 Q1
97.2%
28.9 mins · target met
2026 Q2
96.8%
29.2 mins · target met
Jun 2026
95.0%
31.0 mins · target missed
Jul 2026
96.3%
29.7 mins · target met
Aug 2026
93.4%
32.5 mins · 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. The floor line is attainment below 95%, which is what opens a breach.
Breach history
1 recorded miss
BRC-0027Aug 2026 · occurred Aug 6, 2026 · detected 11 days ago
measured 32.5 against 30.0
missed by 8.3%
432 units affected
open 13.1 hrs
The planning system returned partial result sets for two days without erroring, so the line processed an incomplete population and the shortfall was found at reconciliation.
contributing: Detection lag of 10 hours before anyone was paged · Measured from the work unit ledger
Source system unavailableNever claimed · $3.7kClosed
Ravi Menon, Finance Business Partner, Commercial · remediation due Sep 20, 2026 · closed
Add a canary stage to policy changes so that a tightened band is exposed to five percent of volume for two days first.
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.