Here is a copy of the newest version of the Service Standards manual, effective 12:01 AM on October 30, 2012. (It took quite a while to get, but it's here!)
https://www.dropbox.com/s/ygv14zua8f3b357/ServiceStandardsRev7.pdf
https://www.dropbox.com/s/ygv14zua8f3b357/ServiceStandardsRev7.pdf