What is included?
Document modules, locations, channels, supported systems, business hours and approval boundaries.
OPERATIONS / MANAGED SERVICE
AI needs an owner.
So does every exception.
A managed system should have defined responsibilities, a release process and a documented way to handle service incidents. Actual response times and service levels belong in the signed agreement.
ENGAGEMENT STRUCTURE
Define the responsibilities
before launch.
What qualifies as ready?
Verify records, permissions, calendars, knowledge, escalation, test calls and rollback.
Who reviews exceptions?
Assign ownership of incidents, call transfers, failed workflows, atypical usage and customer complaints.
How do updates ship?
Classify risk, test revisions outside client production, approve and log releases.
Who controls records?
Specify client-data ownership, permitted use, access revocation and termination handoff in the agreement.
What is measured?
Agree on source records and definitions for interactions, bookings, sales, collections and costs.
NOT A BLANKET SLA
Commitments are written
for the engagement.
This page outlines an operating method; it does not promise 24/7 human support, uptime, response times, business results, or warranty coverage. Those terms require a signed scope of work and service agreement.
Contract checklist
- Named client and agency contacts
- Support channel and escalation path
- Availability and planned maintenance
- Incident priority and response commitments
- Usage charges and change requests
- Termination, exports and access revocation