Agent Wranglers

TDD-22Recommended

Compare customer service levels with what the system delivers

List every service level promised in customer contracts, with its measure and the credits it owes. Compare each one with 12 months of measured availability, and add up the credits owed but not paid.

By Agent Wranglers. Updated .

How to do it

A large customer may hold a promise of 99.99% availability on a system that reached 99.5%. That gap is a debt the buyer inherits. Read the standard terms and every contract above a size the buyer sets, such as the top 20 by revenue. Note custom promises on support response, data residency and recovery time too. For each promise, take the measured value from Read 12 months of incidents and measured availability. Credits should follow a measured indicator, as Tie service credits to a measured indicator says. A promise with no measurement behind it is a finding on its own.

Examples

Python example

def missed_promises(promises: list[dict], measured: dict[str, list[float]]) -> list[dict]:
    return [
        {**promise, "months_missed": sum(value < promise["target"] for value in measured[promise["measure"]])}
        for promise in promises
        if any(value < promise["target"] for value in measured[promise["measure"]])
    ]

JavaScript example

function missedPromises(promises, measured) {
  return promises
    .map(promise => ({ ...promise, monthsMissed: measured[promise.measure].filter(value => value < promise.target).length }))
    .filter(promise => promise.monthsMissed > 0)
}

How to check

The report has one row per promise with contract, measure, promised value, measured value and credits owed. A promise whose measured value missed the target in any month of the last 12 has a finding with a severity.

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