Prepare a supported response to service claims

Gather incident timeline, measurements, change approvals, correspondence and agreed exclusions for legal review. The team can assess credits, cure steps and settlement options without treating a preliminary monitoring metric as a contractual finding.

A notice, complaint, missed commitment or disputed amount opens a case.

People in the process

LLegal & Information SecurityProcess Owner
DDeliveryParticipating Team
FFinanceParticipating Team
AAccount ManagementParticipating Team

Records it works with

Relevant agreement, policy or governing record
Transaction, performance and payment history
Notices, communications and supporting evidence

The process is a starting point.The standards are yours.

Configure for the engagement, client requirements, data involved and applicable export-reporting scope. Contract, security and employment decisions use your approved review process.

Keep the work connected.

Legal & Information Security

Review service terms against delivery reality

Examine the SOW, service levels, acceptance, IP, data use, subcontract rights and liability terms against the proposed delivery model. Counsel can mark risk positions and questions for the negotiation team before signature.

Legal & Information Security

Turn security questionnaires into owned commitments

Compare client questions with current policy evidence, architecture and proposed contract language. Security owners can qualify answers and resolve exceptions so sales does not promise controls the delivery organisation cannot demonstrate.

SSD

Legal & Information Security

Track client data promises through solution changes

Tie data location, retention, access and use commitments to the signed agreement and proposed hosting or subcontract changes. Security and legal can assess the customer approval or remediation needed before architecture moves.

EDC

Explore all IT & services processes.

Order for the work. Room for the people.