Sam

This week's service delivery metrics remain largely in line with targets, with two exceptions worth flagging. First Contact Resolution held at 47% against a 45% floor, and Mean Time to Resolution improved to 0.87 business days against the 1.0-day target — both positive signals. SLA Compliance came in at 88%, two points below the 90% threshold, driven primarily by a cluster of inherited tickets at the 110 plant that required remediation before closure. Neil's team has completed the hygiene review and the 110 backlog is expected to clear by EOW next week.

Refresh completion stands at 73% against an 80% quarter-end target. The primary constraint is CDW order fulfillment on T14 Gen 7 units — 14 units are in transit with confirmed delivery next Tuesday. Assuming no further shipping delays, end-of-quarter target remains achievable.

ServiceNow REST API credentials are pending — this is blocking the KPI data pipeline and has been escalated internally. Monterrey coverage is thin while Cesar Gomez remains on medical leave; Diana has flagged the constraint and is managing workload distribution. Polyfill.io security incident (INC0423729) is contained — Marketing has been identified as the VirtualCall ITC owner and remediation is in progress.