Service Levels
Every request gets a severity, an owner and a response target
Severity
Three severities, each with a response target
- Critical
Production is down, data is at risk, or an agent is taking wrong actions on live transactions. It carries the shortest response target in your agreement, with scheduled updates until the system is stable.
- High
A core workflow is degraded but there is a workaround. Evaluation scores fall below the agreed threshold, or a provider announces a breaking change. The response target is counted in business hours.
- Routine
Questions, content changes, small enhancements and scheduled updates. Each request is acknowledged, sized, and placed in the monthly allocation with a delivery date, so nothing sits in a queue without an owner.
Escalation
Every request is logged with a severity. If a target is missed, or you disagree with the severity, the request escalates to the engineering lead on your account and then to Monogram's engineering leadership. Names and a phone number are in your agreement.
AI systems
Service levels that only exist when the system is an agent
- Model retirement and provider outages
Each production agent keeps a tested fallback model. When a provider retires a model, the replacement is evaluated against your test set and promoted before the cutoff date, never on it.
- Evaluation after every change
A change to a model, prompt, tool or retrieval source triggers a full evaluation run before release. A score below the agreed threshold blocks the release and opens a High severity request.
- Human handoff stays enforced
Escalation thresholds are part of the service. Our booking agent transfers to a person after two unresolved turns with the full conversation attached, and that rule gets monitored like any other.
Reporting
What you receive every month
Common questions
This page defines how we classify and handle requests. The response targets are contractual because they live in your agreement, which is also where any service credits are set.
Go deeper
Where to read next
Bring your procurement checklist to the scoping call.
Find out who signs before you budget. We will map your service levels against what your security and compliance review requires.
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