Module 11 · Platform Operations · 11B
SLA & Service Desk
Are we meeting our service commitments?
Try this
- 1Open incident INC-118 (collector)
- 2Read its response-time clock
- Expected: Timeline shows detection, response and resolution against P2 targets.
On-time runs
90.3%
target 95%
Critical sources on-time
87.1%
target 98%
Open incidents
1
Support hours
Sun–Thu 08–20 GST
P1 24×7 on-call
RTO / RPO (assumed)
1 bd / 24h
scenario assumption
Tickets
Incident register
| INC-118 | P2 | QuickCart collector partial pagination (RUN-042) | 2026-08-22 04:41 | open | running |
| INC-112 | P3 | Swiftly Kuwait zone menus empty (2 zones) | 2026-08-15 03:02 | resolved | 31.0h |
| INC-104 | P1 | Mock API delivery failure to gateway | 2026-07-28 07:00 | resolved | 2.7h |
| INC-097 | P3 | Arabic title encoding on Velvet Orchard KSA | 2026-07-10 02:40 | resolved | 57.3h |
P2 · respond ≤60m · resolve ≤8h
INC-118 response-time clock
Detected2026-08-22 04:41
Responded2026-08-22 05:10+29m
Resolved— (open)
Response
29m / 60mResolution
in progressResolves when RUN-042 is replayed (Resilience & Replay).
Escalation ladder
Who gets called
1L1 Vendor support desk (Tomi Okafor) — 15m
2L2 Collector engineering — 1h
3L3 Integration Admin (Sam Varma) — 4h
4Service owner (Dana Rahimi) — P1 only
Monthly service review
Scorecard (Aug 2026, fictional)
Scheduled runs on time90.3%
Critical sources on time87.1%
P1 response ≤15m100%
Avg source-fix time19.4h