Use an impact tolerance to escalate, stabilize, and learn from a disrupted important business service.
Tolerance clock Claims intake has been down for 75 minutes. The impact tolerance is 90 minutes. Technical cause is still unclear. When a tolerance clock is running, decisions are judged against harm, not root-cause elegance. Operational resilience Service -> Tolerance -> Fallback -> Learn A tolerance turns resilience from best effort into a trigger for escalation and controlled action. Diagnose Wait for the technical answer A response governed by customer and obligation impact. Escalate when the service is approaching harm, even if root cause is not final. 01 Service 02 Fallback 03 Learn Service confirmation Step 1
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