SLA compliance

Closed inquiries answered within the urgency-based SLA.

MET-041QualityApprovedv1Module Medical informationFAFatima Al-Sayed

Current value

90.2%

Target 92%-1.8% vs target+0.8

Global2026-09Refreshed dailyDQ goodOwner Fatima Al-Sayed

History

Monthly values, Global scope · target 92

Business definition: Closed inquiries answered within the urgency-based SLA.
Formula: Within SLA / closed
Numerator: Within SLA
Denominator: Closed inquiries
Unit: %
Scope: Global with drill-down by dimension; product scope where the record has a product
Dimensions: ProductRegionCountryPeriod
Data sources: Hub operational DB
Refresh frequency: Daily
Last refreshed: 15 Sept 2026, 06:00 UTC
Target: 92 %
Thresholds: Higher is better: warn < 90 bad < 85Values below the warn threshold show amber; below the bad threshold show red.
Inclusion criteria: Within SLA over closed inquiries; records within the reporting period and the user's product and geography scope.
Exclusion criteria: Draft, cancelled and superseded records; records failing the completeness rules for this module.
Time window: Reporting period (default FY2026 YTD), monthly buckets
Effective date: 01 Jan 2026
Known limitations: None documented
Data-quality requirements: Source and refresh time recorded per value; current status Good

01 Jan 2026
v1 — Approved
Definition approved by the metric governance group; owner Fatima Al-Sayed.

No audit events

Audit events are written when a record is created, changed, approved, signed, exported or overridden.