Service Levels

Every measurable SL across vendor contracts — current performance, breach exposure, and credit history.

SLs Tracked
487
across 142 contracts
Fulfilment
62%
below industry benchmark of 78%
On Target
381
78.2% of total
At Risk
68
3 strikes from breach
Breached MTD
38
$280k credits owed
Credits YTD
$1.42M
recovered from 14 vendors
🔍
All 487 Availability 98 Response Time 142 Resolution Time 131 Quality 76 Volume 40 On Target 381 At Risk 68 Breached 38

Active Service Levels · 8 of 487 shown · sorted by exposure

Production Uptime

TCS-MSA-2024-031 · TCS
BREACHED
99.42%target ≥ 99.95%
2 incidents · 14m + 38m down$120k credit due

P1 Response Time

DEL-MSA-2024-002 · Deloitte
BREACHED
42mtarget ≤ 30m
3 P1s last 7d · trending up$45k MTD

Ticket Resolution (P2)

CAP-MSA-2025-073 · Capgemini
AT RISK
3.8htarget ≤ 4h
5% from cap · 2 strikes$0 (margin)

First-Call Resolution

WP-MSA-2026-055 · Wipro
AT RISK
71%target ≥ 75%
3 months trailing miss$22k cumulative

Service Availability

CG-SOW-2025-089 · Cognizant
ON TARGET
99.98%target ≥ 99.9%
15 months green streakNo credits

Defect Density

HCL-SOW-2025-114 · HCLTech
ON TARGET
0.42target ≤ 0.6 per KLOC
Q1 release · UAT passedBonus eligible

Backup Recovery (RPO)

DEL-MSA-2024-002 · Deloitte
ON TARGET
14mtarget ≤ 60m
Quarterly DR test passedNo credits

Compliance Cert Refresh

CAP-MSA-2025-073 · Capgemini
ON TARGET
100%target = 100%
SOC 2, ISO 27001, PCIAll current