{"vendor":{"name":"Acme Supplies SRL","address":"Rue de la Loi 100, 1040 Brussels, Belgium","contact_email":"managed-services@acme-supplies.be"},"customer":{"name":"Dupont & Fils SAS","account_id":"ACM-CUST-2026-0418"},"period":{"start":"2026-01-01","end":"2026-03-31"},"slas":[{"metric_name":"Portal availability (24x7)","target":"≥ 99.9% monthly","measurement_method":"External synthetic probe, 1-minute cadence, excluding pre-notified maintenance windows","actual_result":"99.94% (Jan) / 99.91% (Feb) / 99.97% (Mar)","status":"met"},{"metric_name":"P1 incident response","target":"≤ 15 minutes to acknowledge, 24x7","measurement_method":"ITSM ticket timestamp vs. first vendor response","actual_result":"11 min median, 14 min p95 across 3 P1 tickets","status":"met"},{"metric_name":"P1 incident resolution","target":"≤ 4 hours","measurement_method":"ITSM ticket open-to-resolved, stop-clock on customer-side blockers","actual_result":"4h 52m average across 3 P1 tickets; 1 breach (INC-2026-00247)","status":"missed","breach_notes_optional":"One P1 exceeded by 52 minutes due to an upstream Azure Storage dependency (see INC-2026-00247 RCA)."},{"metric_name":"Order acknowledgement (cXML ORDRSP)","target":"≤ 15 minutes p95","measurement_method":"cXML ORDRSP timestamp vs. cXML OrderRequest timestamp, excluding scheduled maintenance","actual_result":"9 min p95 across 4 812 orders","status":"met"},{"metric_name":"On-Time In-Full (OTIF) deliveries","target":"≥ 98%","measurement_method":"Acme delivery OTIF report, validated against Dupont GRN data","actual_result":"97.6% (3 missed delivery windows, all ≤ 4h late)","status":"at_risk","breach_notes_optional":"Trending below target; see corrective actions in INC-2026-00263 and OPS-COR-2026-011."},{"metric_name":"Change-request lead time (standard)","target":"≤ 5 business days","measurement_method":"Change-request ticket open-to-delivered","actual_result":"3.2 business days average across 14 standard changes","status":"met"}],"incidents":[{"incident_id":"INC-2026-00198","severity":"S1","duration_minutes":47,"root_cause_summary":"Regional Azure Front Door routing misconfiguration triggered during a vendor-side DR test.","corrective_action":"DR runbook updated to include explicit AFD rollback step; post-incident review with vendor on 2026-02-03."},{"incident_id":"INC-2026-00247","severity":"S1","duration_minutes":292,"root_cause_summary":"Upstream Azure Storage latency impacted order confirmation queue; see RCA attachment.","corrective_action":"Added redundant queue in West Europe, implemented circuit-breaker pattern, increased p95 alarm threshold."},{"incident_id":"INC-2026-00263","severity":"S2","duration_minutes":180,"root_cause_summary":"Weather disruption at Lille-Lesquin DC (storm Ciara aftermath) delayed 3 delivery windows.","corrective_action":"Added secondary carrier for Lille lane, pre-emptive weather-alert playbook rolled out to all DCs."}],"overall_status":"mostly_met","service_credits_optional":{"amount":2480.0,"currency":"EUR","calculation":"5% of the monthly managed-services fee of € 16 533 for February 2026 (one P1 resolution breach), per Section 8.3 of master agreement ACM-FRM-2026-041."},"summary":"Of six SLAs measured in Q1 2026, five were met; P1 resolution was missed once (INC-2026-00247) and OTIF is at risk. A service credit of € 2 480 is applied per Section 8.3 of the master agreement. Corrective actions on OTIF are expected to restore target by end of Q2 2026.","signatory":{"name":"Marc Verhaeghe","title":"Director, Customer Operations","date":"2026-04-08"}}