Response SLAs

Compact clocks for daily operations, aligned with Steward contract response minima.

Coverage window (staffed)

Mon–Fri, 08:00–18:00 Central Time.
Messages arriving after 18:00 roll to the next business day unless SLA-URG applies.

SLA-URG (Critical, 24/7): Acknowledge ≤ 15 minutes; action started ≤ 30 minutes. Use for lockouts, access failures, safety/security, major water leak, essential services down.
SLA-BIZ (Standard, within coverage): First meaningful response same business day if received before 16:00; by 10:00 next business day if received after 16:00. Use for most inquiries/issues that are not critical.
SLA-48H (Deferred, business days): Complete within two business days. Use for non-urgent follow-ups, reviews, or scheduled housekeeping.

Outside coverage: honor SLA-URG only; all other items respond by 10:00 next business day.
Weekends/holidays: treat as outside coverage unless explicitly on-call; apply SLA-URG only.
Handoff rule: if you cannot meet a clock, assign a named handoff within 30 minutes of realizing the miss and note it in the log.
Logging: record timestamp received, timestamp responded, actions taken, and owner in the incident/issue tracker.

Operating standard: run at 100% SLA adherence.
Excused miss: a documented exception (for example system outage, approved time away with relief coverage, or emergency-priority override) with named handoff and logging completed.
Unexcused miss: any clock miss without a qualifying exception and required evidence.

Thresholds per incentive period (calendar month):

SLA-URG: zero unexcused misses allowed.
SLA-BIZ / SLA-48H: first unexcused miss is a corrective event; second unexcused miss is an integrity-gate trigger.

Gate mapping:

Gate 1 trigger: repeated unexcused SLA misses (threshold above), or a qualifying major incident / material noncompliance event.
Gate 2 trigger: incomplete or stale access inventory, incident register, or required checklists, regardless of miss count.
Gate 3 trigger: unauthorized commitments, prohibited spend, or material security violations (including attempts to recover SLA misses via unauthorized actions).

Monthly evidence packet (required):