Formalised reviews of SLA adherence and performance outcomes.
Our governance framework provides structure without rigidity. Through onboarding and ongoing reviews, we tailor escalation paths, reporting cadence and review content to align with each client’s governance model. This collaborative approach allows us to uphold accountability while flexing delivery around specific business requirements.
Espria services are designed around structured standards but can be configured to suit each client’s operational context. Response targets, governance cadence, reporting depth and integration methods may all be tailored to reflect industry requirements, geographic coverage or internal IT maturity, ensuring consistent quality while enabling bespoke outcomes.
Inclusions
- SLA compliance assessment
- Root cause analysis of SLA breaches
- Review of service delivery trends and improvement actions
Exclusions
- Remediation or improvement project delivery (handled separately)
Prerequisites
- Managed services with defined SLA framework
SLA Targets
- SLA review delivered quarterly
Reporting & Dashboards
- SLA dashboards with compliance scoring and trend analysis