Espria ensures that defined KPIs and SLA targets apply immediately at go-live, providing customers and users with clear expectations and measurable service assurance from day one.
There is no “grace period” where standards are relaxed. At go-live, agreed Service Level Agreements are fully active.
This typically includes:
- Incident response and resolution targets
- Priority definitions (P1–P3)
- Escalation timeframes
- Service availability commitments where applicable
SLAs are aligned to the service scope and documented as part of onboarding readiness.
Priority-based response and resolution targets
Incident handling is governed by defined priorities from day one.
While exact targets vary by contract, priorities generally align to:
- P1 – Critical incidents
Major service outage or business-critical impact requiring immediate response and rapid escalation.
- P2 – High-impact incidents
Significant service degradation or user impact requiring urgent attention.
- P3 – Standard incidents
Non-critical issues handled within agreed response and resolution windows.
Priority definitions and targets are communicated clearly to users and stakeholders.
Early-life monitoring and heightened oversight
During early life support, Espria applies heightened monitoring and governance.
This includes:
- Closer review of incident volumes and trends
- Faster escalation of recurring issues
- Proactive identification of underlying problems
This ensures service performance is stabilised quickly post-go-live.
KPI tracking and visibility
KPIs are tracked from go-live to provide immediate visibility of service performance.
Typical KPIs include:
- SLA compliance and response times
- Incident volumes by priority
- Resolution trends and repeat incidents
- User experience indicators where applicable
KPIs are reported through agreed reporting mechanisms.
Governance and performance review
Early performance is reviewed through onboarding and BAU governance.
This ensures:
- Any issues impacting KPIs are addressed promptly
- Root causes are identified and resolved
- Performance expectations remain aligned
Governance ensures go-live performance feeds directly into continuous improvement.
Transparency and accountability
From day one, customers have visibility of:
- Service performance against SLAs
- Escalation routes for missed targets
- Improvement actions where standards are not met
This builds confidence and trust early in the relationship.
Key takeaway
Espria applies agreed KPIs and SLAs immediately at go-live, with no relaxation of standards.
By combining clear priority definitions, early-life oversight and transparent reporting, we ensure service performance is measurable, accountable and stabilised from the first day of managed delivery.
Related questions
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