# MON-05 Human review queue (Critical)

Domain: MON Continuous Monitoring & Human Oversight · HI-AAF v1.3 · Public review · https://humanintel.net/standard/mon/mon-05

A human review queue receives flagged interactions, with documented SLAs for triage and resolution.

MON-05 is the operational heart of HI-AAF. The human review queue receives every escalation the agent generates, every action flagged by guardrails, and a documented sample of routine decisions for quality calibration. The queue operates with documented service-level agreements: critical items within 15 minutes, high within 4 hours, medium within 24 hours, low within 5 business days.

Critical control: a Critical failure precludes HI-AAF Certification regardless of the maturity level achieved on any other control.

## Maturity

- L1 Ad hoc: Controls exist informally; documentation is incomplete; no consistent review.
- L2 Documented: Controls are written down; ownership is assigned; review cadence is defined.
- L3 Operated: Controls are followed in practice; evidence is collected; deviations are tracked. Published criterion for MON-05: Human review queue is operational; SLAs are documented and monitored; SLA compliance is measured; all flagged interactions in the review period have been dispositioned within SLA or breaches have been documented and addressed.
- L4 Measured: Control effectiveness is measured against documented thresholds; trends are reported.
- L5 Continuously Improved: Controls evolve based on incident learning; maturity gains are evidenced over time.

## Evidence an assessor asks for

- Human review queue is operational.
- SLAs are documented and monitored.
- SLA compliance is measured.
- All flagged interactions in the review period have been dispositioned within SLA or breaches have been documented and addressed.

## Framework mappings

- NIST AI RMF: MANAGE 2.1, MANAGE 4.1
- SOC 2 (TSC): CC7.3, CC7.4
- EU AI Act: Art. 14(1), Art. 14(4)
- Singapore: MAIGF Incident Reporting, AI Verify Human Agency & Oversight

Mappings are directional: meeting this control evidences but does not by itself satisfy the external requirement.

## Related

- Cited by OUT-14 Contestability and appeal process: https://humanintel.net/standard/out/out-14
- Cited by MON-11 Reviewer welfare protections: https://humanintel.net/standard/mon/mon-11
- Glossary: Escalation: https://humanintel.net/standard/glossary#escalation

## Cite this control

Human Intelligence. HI-AAF v1.3, MON-05 Human review queue. Public review edition, July 2026. https://humanintel.net/standard/mon/mon-05