Service level · Function to the business
Quote turnaround to the field
Sales
The commitment
Who owes what to whom
TypeCommitted level
Owed bySales function
Owed toField sales leadership
Measurement windowRolling 30 days, 90th percentile
Effective fromApr 4, 2026
Next reviewSep 26, 2026
FunctionSales
Signature
Named and dated
Signed byMorgan Idris
RoleFunction Leader, Revenue Growth Management
Signed onMar 30, 2026
A signature makes this level a commitment somebody can be held to. more
How it is measured
From the work ledger
Quote requested to quote delivered, from the work unit ledger.
source crm-cloud
What a miss costs
No consequence
Internal commitment with no financial consequence. more
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
97.8%
3.8 hrs · target met
2026 Q1
95.4%
4.1 hrs · target missed
2026 Q2
98.3%
3.7 hrs · target met
Jun 2026
94.9%
4.1 hrs · target missed
Jul 2026
93.9%
4.3 hrs · target missed
Aug 2026
94.0%
4.3 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. more
Breach history
3 recorded misses
BRC-0014Aug 2026 · occurred Aug 6, 2026 · detected 11 days ago
measured 4.3 against 4.0
missed by 6.5%
2,408 units affected
open 11.4 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 unavailableNo clause to invokeClosed
Yusuf Adeyemi, Head of Identity and Access · remediation due Sep 20, 2026 · closed
Agree the root-cause taxonomy with the tower so that a disputed cause has a defined resolution path instead of stalling.
BRC-0013Jul 2026 · occurred Jul 6, 2026 · detected 42 days ago
measured 4.3 against 4.0
missed by 6.7%
1,200 units affected
open 36.3 hrs
The investigation was started and never finished. more
Never establishedNo clause to invokeUnresolved
no owner assigned · still open
Agree the root-cause taxonomy with the tower so that a disputed cause has a defined resolution path instead of stalling.
BRC-0012Jun 2026 · occurred Jun 5, 2026 · detected 2 months ago
measured 4.1 against 4.0
missed by 3.5%
254 units affected
open 22.4 hrs
A credential rotation on the customer platform was not coordinated with the connector registry. more
contributing: Detection lag of 1 hour before anyone was paged · Measured from the work unit ledger
Source system unavailableNo clause to invokeRemediation open
Marcus Weill, VP Total Rewards · remediation due Jul 20, 2026 · still open
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