DraftInternalISO 9001

SW-QMS-FRM-004

Service Review Meeting Template

Version

1.0

Owner

Quality Lead

Effective Date

TBD

Review Date

TBD

Service Review Meeting Template

Instructions

This template structures regular service review meetings with customers to assess service performance, address concerns, and identify improvements. Service reviews are a key mechanism for maintaining customer satisfaction and continuous improvement.

When to Use:

Quarterly for ongoing support/maintenance customers (minimum)
Monthly for critical services or large accounts
Bi-annually for smaller accounts or stable services
Ad-hoc when service issues arise or at customer request

How to Complete:

Send meeting invitation with agenda 1 week in advance
Prepare metrics and reports before the meeting
Complete the template during or immediately after the meeting
Distribute meeting notes to attendees within 2 business days
Track action items to completion
File in customer service records

Responsible: Account Manager or Service Delivery Manager

Service Review Meeting

Meeting Information

Field	Details
Customer Name*	[Organization Name]
Service(s) Covered*	[Service Name(s)]
Meeting Date*	[Date]
Meeting Time	[Time]
Location/Format	[ ] In-person [ ] Virtual [ ] Hybrid
Review Period*	[Start Date] to [End Date]
Next Review Date	[Scheduled Date]

Attendees

Customer Representatives

Name	Role/Title	Email	Present
			[ ] Yes [ ] No
			[ ] Yes [ ] No
			[ ] Yes [ ] No
			[ ] Yes [ ] No

Swedwise Representatives

Name	Role	Email	Present
			[ ] Yes [ ] No
			[ ] Yes [ ] No
			[ ] Yes [ ] No

1. Meeting Opening

Meeting Chair: _______________________

Objectives of This Review:

Review service performance against SLA
Assess customer satisfaction
Address open issues or concerns
Identify improvement opportunities
Plan for upcoming period
Other: _______________________

Changes Since Last Review:

2. Service Performance Summary

2.1 Service Overview

Service Type: [ ] SaaS Subscription [ ] Managed Services [ ] Support & Maintenance [ ] Consulting [ ] Implementation Project

Contract Period: [Start Date] to [End Date]

Service Scope Summary:

2.2 Key Performance Indicators

Availability and Reliability (for SaaS/Managed Services)

Metric	Target	Actual	Status	Trend
System Uptime	≥ 99.9%	_____ %	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓
Planned Downtime	_____ hours	_____ hours	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓
Unplanned Downtime	_____ hours	_____ hours	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓
Performance SLA	_____	_____	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓

Comments: _______________________________________

Support and Response Times

Metric	Target	Actual	Status	Trend
Critical - Initial Response	≤ 15 min	_____	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓
Critical - Resolution	≤ 4 hours	_____	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓
High - Initial Response	≤ 2 hours	_____	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓
High - Resolution	≤ 8 hours	_____	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓
Normal - Initial Response	≤ 8 hours	_____	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓
Normal - Resolution	≤ 3 days	_____	[ ] Met [ ] Not Met	[ ] ↑ [ ] → [ ] ↓

Comments: _______________________________________

Service Desk Activity

Metric	Current Period	Previous Period
Total Tickets
Tickets Resolved
Average Resolution Time
First-Contact Resolution Rate	_____ %	_____ %
Reopened Tickets
Escalated Tickets

Comments: _______________________________________

Project/Deliverable Performance (if applicable)

Metric	Target	Actual	Status
Deliverables Completed			[ ] On Track [ ] Delayed
Milestones Met			[ ] On Track [ ] Delayed
Budget Performance			[ ] On Budget [ ] Over Budget
Schedule Performance			[ ] On Schedule [ ] Behind

Comments: _______________________________________

3. SLA Compliance Review

Overall SLA Compliance: [ ] Met [ ] Not Met [ ] Partially Met

SLA Performance by Category

SLA Commitment	Target	Achieved	Compliant	Explanation (if not met)
			[ ] Yes [ ] No
			[ ] Yes [ ] No
			[ ] Yes [ ] No
			[ ] Yes [ ] No

Service Credits or Penalties

No service credits applicable
Service credits calculated: _______ SEK
Service credits issued: _______ SEK on [Date]

4. Customer Satisfaction

4.1 Overall Satisfaction

How satisfied are you with the service this period?

Customer Comments:

4.2 Satisfaction by Dimension

Dimension	Rating (1-5)	Comments
Technical Quality	[ ] 1 [ ] 2 [ ] 3 [ ] 4 [ ] 5
Responsiveness	[ ] 1 [ ] 2 [ ] 3 [ ] 4 [ ] 5
Communication	[ ] 1 [ ] 2 [ ] 3 [ ] 4 [ ] 5
Expertise	[ ] 1 [ ] 2 [ ] 3 [ ] 4 [ ] 5
Value for Money	[ ] 1 [ ] 2 [ ] 3 [ ] 4 [ ] 5

4.3 Net Promoter Score (NPS)

How likely are you to recommend Swedwise to a colleague or peer?

(0 = Not at all likely, 10 = Extremely likely)

Score: [ ] 0 [ ] 1 [ ] 2 [ ] 3 [ ] 4 [ ] 5 [ ] 6 [ ] 7 [ ] 8 [ ] 9 [ ] 10

Reason:

5. Issues and Concerns Discussed

5.1 Open Issues

Severity	Status	Customer Priority
[ ] Critical [ ] High [ ] Medium [ ] Low	[ ] Open [ ] In Progress [ ] Resolved	[ ] High [ ] Medium [ ] Low
[ ] Critical [ ] High [ ] Medium [ ] Low	[ ] Open [ ] In Progress [ ] Resolved	[ ] High [ ] Medium [ ] Low
[ ] Critical [ ] High [ ] Medium [ ] Low	[ ] Open [ ] In Progress [ ] Resolved	[ ] High [ ] Medium [ ] Low

5.2 Resolved Issues Since Last Review

Issue #	Description	Resolution	Resolution Date	Customer Satisfaction with Resolution
				[ ] Satisfied [ ] Acceptable [ ] Unsatisfied
				[ ] Satisfied [ ] Acceptable [ ] Unsatisfied

5.3 New Issues Raised

Issue	Description	Customer Impact	Agreed Action	Owner	Due Date
		[ ] High [ ] Medium [ ] Low
		[ ] High [ ] Medium [ ] Low

6. Service Improvements

6.1 Improvements Implemented Since Last Review

Improvement	Description	Benefit to Customer	Implemented Date

6.2 Planned Improvements

Improvement	Description	Expected Benefit	Target Date	Owner

6.3 Customer Improvement Requests

Request	Description	Feasibility	Planned Action	Timeline
		[ ] Feasible [ ] Requires Analysis [ ] Not Feasible
		[ ] Feasible [ ] Requires Analysis [ ] Not Feasible

7. Upcoming Activities and Changes

7.1 Planned Maintenance or Changes

Activity	Description	Scheduled Date	Expected Impact	Customer Notification
			[ ] None [ ] Minor [ ] Significant	[ ] Sent [ ] Pending
			[ ] None [ ] Minor [ ] Significant	[ ] Sent [ ] Pending

7.2 Capacity Planning (if applicable)

Usage Trends: [ ] Increasing [ ] Stable [ ] Decreasing

Capacity Concerns: [ ] None [ ] Monitoring [ ] Action Needed

Discussion Notes:

7.3 Contract and Commercial Topics

Contract Renewal Date: [Date] (if applicable)

Topics Discussed:

Notes:

8. Action Items

#	Priority	Status
1	[ ] High [ ] Medium [ ] Low	[ ] Open [ ] In Progress [ ] Complete
2	[ ] High [ ] Medium [ ] Low	[ ] Open [ ] In Progress [ ] Complete
3	[ ] High [ ] Medium [ ] Low	[ ] Open [ ] In Progress [ ] Complete
4	[ ] High [ ] Medium [ ] Low	[ ] Open [ ] In Progress [ ] Complete
5	[ ] High [ ] Medium [ ] Low	[ ] Open [ ] In Progress [ ] Complete

9. Summary and Next Steps

Key Takeaways

Positive Highlights:

Areas for Improvement:

Critical Actions:

Next Review

Next Review Date: [Date]

Next Review Format: [ ] Quarterly [ ] Monthly [ ] Other: _______

Topics for Next Review:

Follow-up on action items
Review of [specific topic]
Other: _______________________

10. Sign-off

Customer

Name: _______________________

Title: _______________________

Signature: _______________________ Date: _______

Overall Meeting Satisfaction:

Very Productive
Productive
Somewhat Productive
Not Productive

Swedwise

Name: _______________________

Title: _______________________

Signature: _______________________ Date: _______

Document Control

Meeting Notes Prepared By: _______________________

Distribution Date: _______________________

Distribution List:

Storage Location: [Customer folder/SharePoint location]

Previous Review Date: [Date]

Retention: Retain for duration of customer relationship + 2 years minimum

This form supports Swedwise's Quality Management System (ISO 9001) by ensuring regular customer engagement, systematic service performance review, and continuous improvement of service quality.