Definition
A measure of how often humans must step in to compensate for system shortcomings—manual reviews, ad-hoc patches, or empathy work. A rising index exposes heroism-dependent systems and motivates investment in graceful degradation.
Targets & breach behavior. Measurement window: weekly median; monthly review. Target / floor / ceiling: target ≤ 5% of cases, floor 10%, ceiling 20%. Owner: Traceable Ownership (must have). Breach action: expand graceful degradation, add staffing, or pause automation in the affected class. Public surface: receipt + time transparency that flags human review and decision artifact.