The everyday problem
A service level is useful only when both teams understand what starts the clock, what stops it, and what counts as completion. Otherwise, a metric can appear satisfied while the receiving team still waits for usable work. Definitions matter as much as the target.
A practical approach
Specify the measurement window, exclusions, source data, and review process. Distinguish response from resolution. Include a process for disputed or incomplete items so that reporting reflects the operational result rather than only the provider’s internal activity.
Try this with your team
Choose one proposed service level and test it against a fictional blocked case. Determine exactly when time is counted and who resolves the blocker.