Service Level Expectation
Build an honest, data-based probability statement instead of a fixed delivery promise.
Scenario
Foundation caseA client wants an 'exact' delivery date before signing, and Sales is pressing you to provide one. For 22 comparable integrations completed in the last six months using the same start/finish definition, cycle-time percentiles are: 50% within 7, 70% within 9, 85% within 12, and 95% within 18 business days. Three long-running items waited on security review. The new item is the same integration type, but vendor sandbox access is not yet confirmed.
Your role
You manage the flow and must set a delivery expectation for the client and Sales.
Your task
Communicate a confidence-based expectation, uncertainty, and update trigger without inventing an exact date.
Historical distribution and new uncertainty
- Across 22 comparable items: P50=7, P70=9, P85=12, P95=18 business days.
- Three long items waited on security review.
- The new item is comparable, but vendor sandbox access is unconfirmed.
- The client ties this to signing and Sales wants one date.
Your response
There is no single correct answer; we will evaluate the reasoning chain you build.