Service level · Function to the business
Standard contract turnaround
Legal
Committed level
48 hrs
cycle-time at or below target · rolling 30 days, 90th percentile
Attainment
96.2%
worst period 93.0%
Consequence of a miss
No consequence
Reported and discussed. Nothing changes hands.
Breaches
2
0 with remediation still open
Credit
$0
$0 of it actually paid
The commitment
Who owes what to whom
TypeCommitted level
Owed byLegal function
Owed toSales and Procurement
Measurement windowRolling 30 days, 90th percentile
Effective fromMar 9, 2026
Next reviewAug 31, 2026
FunctionLegal
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. Without one it is a target that reads like a commitment.
How it is measured
From the work ledger
Request received to executed or returned, standard paper only.
source clm-suite
What a miss costs
No consequence
No consequence. Legal holds the position that a penalty on legal review would create the wrong incentive, which is a defensible argument and also means the level has no teeth.
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
97.5%
45.7 hrs · target met
2026 Q1
93.6%
51.7 hrs · target missed
2026 Q2
93.0%
52.6 hrs · target missed
Jun 2026
96.3%
47.5 hrs · target met
Jul 2026
98.6%
44.0 hrs · target met
Aug 2026
98.3%
44.5 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
2 recorded misses
BRC-00172026 Q2 · occurred Jun 17, 2026 · detected 2 months ago
measured 52.6 against 48.0
missed by 9.6%
1,161 units affected
open 36.2 hrs
The finance ledger connector went stale for eleven hours after a scheduled upgrade overran its window. Work continued to arrive and could not be posted.
contributing: Detection lag of 36 hours before anyone was paged · Measured from the work unit ledger
Source system unavailableNo clause to invokeClosed
Ravi Menon, Finance Business Partner, Commercial · remediation due Aug 1, 2026 · closed
Add a surge clause to the level so that arrivals above 1.5 times plan suspend the commitment rather than breaching it.
BRC-00162026 Q1 · occurred Mar 23, 2026 · detected 5 months ago
measured 51.7 against 48.0
missed by 7.7%
1,648 units affected
open 48.2 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 8 hours before anyone was paged · Measured from the work unit ledger
Source system unavailableNo clause to invokeClosed
Marcus Weill, VP Total Rewards · remediation due May 7, 2026 · closed
Nominate standing delegates for every approver above the medium materiality band, and test the delegation quarterly.
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.