MARKTONE BUSINESS
Prepare your procurement review.
Use this framework to request a contract-specific procurement pack. It is a checklist, not an executed agreement or a pre-approved SLA.
- Scope of work
- Channels, workload, hours, staffing model, inclusions, exclusions, system access, training and acceptance criteria.
- Service levels & measurement
- Metric definitions, baseline, target, measurement window, evidence source, reporting frequency and treatment of exceptions.
- Escalation & ownership
- Named owners, escalation triggers, channels, acknowledgement and decision responsibilities, including out-of-hours cases.
- Continuity & exit
- Disruption scenarios, fallback arrangements, recovery responsibilities, notice, access removal and orderly handover.
- Data handling & verification
- Contracting identity, processing locations, permitted data, access roles, subprocessors, retention, incident communication and deletion/return obligations.
Detailed contents require review by operations, contracting and data-responsibility owners before approval. This framework is not evidence of a certification or independent audit.