Introduction
This service review policy, (“Service Review Policy”) outlines the process for periodic evaluations of the Services to ensure alignment with customer needs and adherence to the Service Level Agreement (SLA). Service reviews provide an opportunity to assess performance, identify areas for improvement, and maintain transparency between us and our customers.
1. Purpose of Service Reviews
Service reviews are conducted to:
- Evaluate service performance against SLA commitments (e.g., uptime, response times).
- Address customer feedback and satisfaction levels.
- Review incidents, escalations, and resolutions during the review period.
- Identify opportunities for service improvements or adjustments.
- Align future service delivery with evolving customer needs.
2. Frequency of Service Reviews
Service reviews are conducted on an annual basis, unless otherwise agreed upon with the customer. Additional reviews may be scheduled upon request or in response to significant service incidents.
3. Participants
The following stakeholders typically participate in service reviews:
- Our Representatives: User Support staff, Engineers, and Senior Engineers responsible for service delivery.
- Customer Representatives: Key personnel from the customer’s team who interact with the Services regularly.
4. Agenda for Service Reviews
4.1 Performance Metrics
- Review SLA metrics such as uptime percentage, incident response/resolution times, and adherence to commitments.
4.2 Incident Analysis
- Discuss major incidents, recurring issues, and their resolutions during the review period.
4.3 Customer Feedback
- Address compliments, complaints, or concerns raised by the customer.
4.4 Improvement Opportunities
- Identify areas for improvement in service delivery or processes.
4.5 Future Plans
- Discuss upcoming releases, changes in business needs, or potential SLA adjustments.
4.6 Action Items
- Agree on specific actions to address identified issues or opportunities for improvement.
5. Documentation
A formal service review report will be shared with the customer after each review. The report will include:
- Summary of key findings from the review.
- Agreed-upon action items and timelines for implementation.
- Recommendations for future improvements or adjustments.
6. Updates to this Policy
This Service Review Policy may be updated periodically to reflect changes in our service review process or business needs. Customers will be notified of any updates via email.
7. Contact Information
For questions about this Service Review Policy or to schedule a service review, please contact Lets Flo Support at support@letsflo.co.