Facility Grade and Service Level Agreements
A Service Level Agreement is the daily performance contract with the government. The day scores processed and delivered mail against quotas, plus backlog, labor relations, budget, customer satisfaction, and mail quality. Quotas scale for a Station versus a Distribution Center.
Letter grades
The score is 0 to 100.
- A at 90 or above
- B at 80
- C at 65
- D at 50
- E at 35
- F below 35
The mix is 30 percent throughput (processed and delivered, split evenly), 20 percent customer satisfaction, 20 percent labor relations, 15 percent budget, and 15 percent mail quality. Missing the processed target or the delivered target subtracts 5 each. Backlog over the cap subtracts up to 20. Missorts subtract up to 15. A larger outbound pile still inside at day end fails outbound clearance and drains government satisfaction. Scanning a stop does not clear mail that is still in the building.
Budget passes on a non-negative balance. A negative balance pulls that slice down. A non-negative balance with negative net income scores that slice at 0.7 instead of 1.
Empty quotas are not a free pass. With no inbound mail, throughput scores 0 unless the day is still inside the grace window or it is Sunday.
Sundays and the service obligation
Sundays waive Service Level Agreements. There is no intake pressure and no government drain. The day's score does not fall below 70.
After day 5, accepting no inbound mail fails the processed and delivered agreements. You cannot idle on empty quotas. The check is the day number greater than 5.
Government satisfaction
Government satisfaction starts at 100. Poor grades drain it. It cannot fall below 0 or rise above 100. Starting on day 4, satisfaction at 0 at the end of a non-Sunday revokes the license when revocation is allowed. Sunday does not revoke. Story and Sandbox both allow it. Training Post turns revocation off. See Story and Sandbox and Government.
Private box mail stays in the building. Local mail leaves with carriers. Hub mail leaves on the evening truck. The plant may keep a small residue.