Service level · Line level
Service request fulfillment time
AD10A Service Request to Fulfillment
Committed level
48 hrs
cycle-time at or below target · rolling 30 days, 90th percentile
Attainment
96.9%
worst period 95.1%
Consequence of a miss
No consequence
Reported and discussed. Nothing changes hands.
Breaches
0
0 with remediation still open
Credit
$0
$0 of it actually paid
The commitment
Who owes what to whom
TypeOperational level
Owed byAdministration
Owed toThe requesting site
Measurement windowRolling 30 days, 90th percentile
Effective fromMay 26, 2026
Next reviewNov 22, 2026
FunctionAdministration
Signature
Named and dated
Signed byAvery Chen
RoleEnterprise Chief of Staff
Signed onMay 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
From the work unit ledger.
source facilities-mgmt
What a miss costs
No consequence
No clause.
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
95.4%
48.9 hrs · target missed
2026 Q2
97.6%
45.5 hrs · target met
Jun 2026
99.1%
43.2 hrs · target met
Jul 2026
96.4%
47.4 hrs · target met
Aug 2026
95.1%
49.4 hrs · 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
No breaches recorded
No period has fallen below the attainment floor on this level in the measured window. That is a clean record over a short window on a modeled estate, not a track record.
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.