DraftInternalISO 9001

SW-QMS-PRO-001

Service Delivery Procedure

Version

1.0

Owner

Quality Lead

Effective Date

[TBD]

Review Date

[TBD]

Service Delivery Procedure

1. Purpose

This procedure establishes a consistent approach to delivering services at Swedwise AB, ensuring that:

Customer requirements are understood and met
Services are delivered to agreed standards and timelines
Service level agreements (SLAs) are monitored and maintained
Service performance is measured and reported
Consulting and SaaS services are delivered effectively
Customer satisfaction is achieved
Continuous improvement is embedded in service delivery

This procedure supports ISO 9001 requirements for operational planning, control of processes, and customer-focused service delivery.

2. Scope

This procedure applies to:

Service Types:

SaaS Services: Swedwise Communications (OpenText Exstream + Notifications), hosted services
Consulting Services: Software implementation, configuration, customization projects
Support Services: Technical support, maintenance, helpdesk services
Professional Services: Training, advisory, integration services

Service Lifecycle Phases:

Service design and planning
Customer onboarding
Service provisioning and delivery
Service level management
Performance monitoring and reporting
Service improvement

Locations: All Swedwise offices and remote service delivery

Out of Scope:

Internal IT services (covered by separate IT operations procedures)
Pre-sales activities (covered by sales procedures)
Detailed technical implementation steps (covered by discipline-specific work instructions)

3. Definitions

Term	Definition
Service	Intangible deliverable provided to customers (SaaS platform, consulting, support).
Service Level Agreement (SLA)	Documented agreement between Swedwise and customer defining service targets, metrics, and responsibilities.
Service Level Objective (SLO)	Specific measurable target within an SLA (e.g., 99.9% uptime, 15-minute response time).
Service Level Indicator (SLI)	Actual measured performance against an SLO.
Onboarding	Process of integrating a new customer into service delivery, including setup, training, and go-live.
Provisioning	Process of preparing and configuring service infrastructure and resources for customer use.
Service Catalog	List of services offered by Swedwise with descriptions, features, and SLAs.
Customer Success Manager (CSM)	Swedwise role responsible for customer relationship, satisfaction, and service oversight.
Service Owner	Swedwise role accountable for end-to-end service delivery and performance (e.g., SaaS Service Owner).
Incident	Unplanned interruption or reduction in quality of service.
Service Request	Customer request for information, access, change, or standard service.
Change	Addition, modification, or removal of anything that could affect services (managed via SW-IMS-PRO-008).

4. Service Delivery Principles

Customer Focus:

Understand and meet customer requirements and expectations
Proactive communication and transparency
Build long-term partnerships, not just transactions

Quality and Consistency:

Deliver services to documented standards
Consistent experience across all customers
Continuous improvement based on feedback and metrics

Risk-Based Approach:

Identify and mitigate service delivery risks
Plan for contingencies (backups, failover, escalation)
Balance customer needs with operational capabilities

Collaboration:

Cross-functional teams (Customer Success, IT, Delivery, Support)
Clear roles and handoffs
Knowledge sharing and learning organization culture

Measurement and Improvement:

Monitor service performance against SLAs
Regular reporting to customers and management
Act on insights to improve service delivery

5. Roles and Responsibilities

Role	Responsibilities
Quality Lead	- Maintain this procedure - Oversee service delivery quality and consistency - Monitor overall service performance metrics - Report service trends to management - Coordinate service improvement initiatives
Service Owner (e.g., SaaS Service Owner)	- Accountable for end-to-end service delivery and performance - Define service standards and SLAs - Monitor service health and SLA compliance - Coordinate service improvements and changes - Escalate service risks to management
Customer Success Manager (CSM)	- Primary customer contact for service matters - Understand customer needs and expectations - Coordinate onboarding and provisioning - Monitor customer satisfaction and service usage - Act as customer advocate internally - Escalate customer issues - Conduct service reviews with customers
Delivery Manager (Consulting)	- Manage consulting project delivery - Ensure project meets scope, timeline, budget - Coordinate project team and resources - Communicate project status to customer and management - Manage project risks and issues
Technical Delivery Team	- Provision and configure services - Implement solutions per customer requirements - Perform testing and validation - Document configurations and customizations - Transition services to operations/support
Support Team (L1/L2/L3)	- Respond to service requests and incidents - Troubleshoot and resolve issues - Escalate complex issues to specialists - Maintain service continuity - Log all interactions in support system
IT Operations (SaaS)	- Monitor SaaS platform health and performance - Manage infrastructure (servers, databases, networking) - Implement changes and patches - Perform backups and disaster recovery - Ensure SLA uptime targets
Resource Manager	- Allocate staff to customer projects and services - Balance workload across teams - Identify resource constraints and needs - Coordinate staff availability and scheduling
Customers	- Provide clear requirements and expectations - Participate in onboarding and testing - Provide timely feedback and issue reports - Fulfill customer responsibilities per SLA - Attend service reviews and meetings

6. Service Delivery Process

6.1 Process Overview

Service Planning → Onboarding → Provisioning → Ongoing Delivery → Monitoring → Review → Improvement
       ↓              ↓             ↓                ↓                ↓           ↓           ↓
 Define service   Prepare     Configure      Day-to-day        Track SLAs   Periodic   Act on
 requirements    customer    environment     operations       performance   review    insights

6.2 Service Planning and Design

Objective: Define service offering, standards, and SLAs before customer engagement.

Activities:

Define Service Catalog:
- Document services offered (SaaS, consulting, support)
- Describe features, capabilities, and limitations
- Define standard service packages and tiers
- Maintain service catalog (SW-QMS-DOC-001)
Establish Service Level Agreements (SLAs):
- Define SLOs for each service (availability, response time, resolution time)
- Document customer and Swedwise responsibilities
- Specify reporting frequency and metrics
- Align with operational capabilities (realistic targets)
- Example SaaS SLAs:
  - Availability: 99.9% uptime (monthly)
  - Critical incident response: 15 minutes
  - High incident response: 1 hour
  - Planned maintenance window: Weekly Wednesday 22:00-02:00 CET
Resource Planning:
- Determine staffing needs (CSMs, delivery, support, operations)
- Identify skill requirements and training needs
- Plan infrastructure capacity (SaaS platform sizing)
- Budget for service delivery costs
Risk Assessment:
- Identify service delivery risks (using SW-IMS-PRO-002)
- Plan mitigations (backup systems, escalation paths, contingency plans)
- Document dependencies (third-party services: Azure, Entiros, OpenText)

Outputs:

Service Catalog
Standard SLA templates
Resource allocation plan
Service delivery risk register

Responsibility: Service Owner, Quality Lead, Management Team

Frequency: Annually, or when new services introduced

6.3 Customer Onboarding

Objective: Integrate new customers smoothly and set them up for success.

Trigger: Customer contract signed; sales handoff to delivery

Process Steps:

Step 1: Onboarding Kickoff (within 3 business days of contract signature)

Actions:

Assign Customer Success Manager (CSM):
- CSM introduced to customer
- CSM becomes primary Swedwise contact
Review Contract and Requirements:
- Confirm service scope, SLAs, timelines
- Identify customer-specific requirements or customizations
- Review any special terms or obligations
Schedule Onboarding Kickoff Meeting:
- Participants: Customer stakeholders, CSM, Delivery Manager, Technical Lead
- Agenda:
  - Introductions and roles
  - Review onboarding process and timeline
  - Confirm requirements and expectations
  - Set communication plan and cadence
  - Identify customer contacts and escalation paths

Outputs:

Onboarding plan (timeline, milestones, responsibilities)
Customer contact list
Communication plan

Responsibility: CSM

Step 2: Service Provisioning (SaaS) or Project Initiation (Consulting)

For SaaS Services:

Provision Customer Environment:
- Create customer tenant/instance in SaaS platform
- Configure customer-specific settings (branding, users, integrations)
- Set up monitoring and alerting for customer environment
- Configure backup and disaster recovery
Prepare Customer Data:
- Coordinate data migration (if applicable)
- Validate data integrity and format
- Perform test data loads
Configure Integrations:
- Set up connections to customer systems (if required)
- Test integrations end-to-end
- Document integration architecture
User Setup:
- Create user accounts and roles
- Configure authentication (SSO if applicable)
- Set up access controls per customer requirements

Timeline: 2-4 weeks (standard SaaS onboarding)

For Consulting Services:

Project Planning:
- Develop detailed project plan (scope, timeline, milestones, resources)
- Identify dependencies and risks
- Define acceptance criteria and deliverables
Kick Off Project:
- Hold project kickoff meeting
- Set up project communication and collaboration tools
- Assign project team roles
Initiate Delivery:
- Begin implementation work per project plan
- Hold regular status meetings (weekly or bi-weekly)
- Track progress and risks

Timeline: Varies by project scope (typically 4-26 weeks)

Responsibility: Technical Delivery Team, Delivery Manager

Step 3: Testing and Validation

Actions:

Internal Testing:
- Validate service functionality against requirements
- Perform security testing (if applicable)
- Load/performance testing (for SaaS)
- Document test results
User Acceptance Testing (UAT):
- Customer tests service with real or representative data
- Customer validates functionality meets requirements
- Identify and resolve issues or gaps
Training:
- Provide training to customer users and administrators
- Deliver training materials and documentation
- Conduct hands-on sessions (live or recorded)

Timeline: 1-2 weeks

Responsibility: Technical Delivery Team, CSM

Step 4: Go-Live and Transition

Actions:

Go-Live Readiness Check:
- Confirm all testing complete and issues resolved
- Verify customer readiness (training complete, data migrated)
- Validate monitoring and support processes in place
- Obtain customer sign-off for go-live
Go-Live Execution:
- Activate service for customer production use
- Monitor closely during initial hours/days
- Provide hypercare support (enhanced support during transition)
Transition to Operations/Support:
- Hand off from delivery team to support team
- Transfer knowledge (configurations, customizations, customer specifics)
- Update support system with customer details and SLA
- Document "known issues" or special considerations

Outputs:

Go-live sign-off
Transition documentation (for support team)
Customer environment configuration documentation

Responsibility: Delivery Manager, CSM, Support Team Lead

Step 5: Onboarding Review

Timing: Within 30 days of go-live

Actions:

Conduct Onboarding Review Meeting:
- Participants: Customer, CSM, Delivery Manager
- Agenda:
  - Review onboarding experience (what went well, what could improve)
  - Confirm customer satisfaction with service
  - Address any outstanding issues or questions
  - Review SLA and reporting cadence
  - Plan next steps (service review schedule, optimization opportunities)
Capture Lessons Learned:
- Document feedback for continuous improvement
- Share insights with team
- Update onboarding process if needed

Outputs:

Onboarding review meeting minutes
Lessons learned document
Action items (if any)

Responsibility: CSM

6.4 Ongoing Service Delivery

Objective: Deliver consistent, high-quality service day-to-day, meeting SLA commitments.

Day-to-Day Activities

For SaaS Services:

Platform Monitoring:
- Continuous monitoring of system health (Azure Monitor, application logs)
- Automated alerts for issues (downtime, performance degradation, errors)
- Proactive identification and resolution of potential issues
Incident Management:
- Respond to service incidents per SW-ISMS-PRO-001 (Incident Management)
- Triage and prioritize incidents by severity and SLA
- Communicate with affected customers (status updates, resolution ETA)
- Escalate per defined escalation matrix
Service Request Handling:
- Process customer service requests (access changes, configuration updates)
- Respond per SLA (e.g., standard requests within 2 business days)
- Document requests and resolutions in support system
Change Management:
- Plan and implement changes per SW-IMS-PRO-008 (Change Management)
- Communicate planned maintenance to customers (advance notice per SLA)
- Execute changes during change windows
- Verify changes successful; roll back if necessary
Backup and Recovery:
- Perform regular backups per schedule (e.g., daily incremental, weekly full)
- Test backup restoration periodically (quarterly)
- Maintain disaster recovery capabilities
Security Management:
- Apply security patches and updates
- Monitor for security events
- Conduct security assessments periodically
- Follow information security procedures (SW-ISMS-POL-001)

For Consulting Services:

Project Execution:
- Deliver project tasks per project plan
- Hold regular status meetings with customer (weekly or bi-weekly)
- Track progress against milestones
- Manage project risks and issues
Scope Management:
- Control scope changes (formal change requests)
- Assess impact of scope changes on timeline and budget
- Obtain customer approval for scope changes
Quality Assurance:
- Review deliverables for quality before customer submission
- Conduct peer reviews or technical reviews
- Validate deliverables meet acceptance criteria
Delivery Documentation:
- Maintain project documentation (design docs, configurations, test results)
- Deliver final documentation to customer at project close

For Support Services:

Ticket Management:
- Log all customer contacts in support system
- Categorize and prioritize tickets per SLA
- Assign tickets to appropriate support tier (L1, L2, L3)
- Track ticket status and SLA compliance
Issue Resolution:
- Troubleshoot and resolve customer issues
- Escalate to higher support tiers or vendors if needed
- Communicate resolution to customer
- Document resolution in knowledge base
Customer Communication:
- Respond to customer inquiries per SLA
- Provide status updates for open tickets
- Proactive communication for known issues or outages

Responsibility: IT Operations (SaaS), Delivery Manager (Consulting), Support Team (Support Services), CSM (overall customer coordination)

6.5 Service Level Management

Objective: Monitor and ensure SLA compliance; report performance to customers and management.

SLA Monitoring

Actions:

Track Service Level Indicators (SLIs):
- SaaS Availability: Uptime % (target: 99.9%)
- Incident Response Times: Time from incident report to initial response (by severity)
- Incident Resolution Times: Time from incident report to resolution (by severity)
- Change Success Rate: % of changes implemented without rollback
- Customer Satisfaction: Survey scores (target: ≥4.0/5.0)
- Example metrics:
  - Critical incident response: <15 minutes
  - High incident response: <1 hour
  - Critical incident resolution: <4 hours
  - High incident resolution: <24 hours
Automated Monitoring:
- Use monitoring tools to collect data (Azure Monitor, support ticketing system)
- Generate SLA dashboards (real-time visibility)
- Alert if SLA at risk (e.g., approaching response time deadline)
Manual Data Collection:
- Collect qualitative data (customer feedback, satisfaction surveys)
- Review records for completeness and accuracy

Responsibility: Service Owner, IT Operations (SaaS), Support Team (Support Services)

Frequency: Continuous (real-time monitoring), with monthly reporting

SLA Reporting

Actions:

Prepare Monthly Service Reports:
- Report service performance against SLAs
- Include:
  - SLA compliance % (per SLO)
  - Incidents and service requests summary (count, severity, resolution times)
  - Availability/uptime (for SaaS)
  - Planned maintenance activities
  - Trends and observations
  - Upcoming changes or improvements
- Provide commentary on any SLA misses (root cause, corrective action)
Distribute Reports:
- To Customers: Monthly service reports (email or customer portal)
- To Management: Quarterly service performance summary (in management review)
Service Review Meetings:
- Hold periodic service review meetings with key customers (quarterly or as agreed)
- Discuss service performance, satisfaction, and improvement opportunities
- Address customer concerns or requests
- Plan future enhancements or expansions

Responsibility: CSM (prepares and distributes customer reports), Service Owner (prepares management reports)

Frequency:

Customer reports: Monthly
Management reports: Quarterly
Customer service review meetings: Quarterly (or as contractually agreed)

SLA Non-Compliance Management

If SLA is missed:

Identify Root Cause:
- Investigate why SLA was not met
- Use root cause analysis techniques (SW-IMS-PRO-005)
Implement Corrective Action:
- Address root cause to prevent recurrence
- Document corrective action (CAR if significant)
Communicate to Customer:
- Proactively notify customer of SLA miss
- Explain root cause and corrective action taken
- Apply service credits if contractually required
Management Escalation:
- Escalate repeated SLA misses to Management Team
- Review whether SLA targets are realistic or service capabilities need improvement

Responsibility: Service Owner, CSM

6.6 Performance Monitoring

Objective: Continuously monitor service health and performance to detect issues proactively.

Monitoring Categories

For SaaS Services:

Infrastructure Monitoring:
- Server/VM health (CPU, memory, disk)
- Network performance and connectivity
- Database performance (query times, locks, replication lag)
- Kubernetes cluster health (for containerized services)
Application Monitoring:
- Application errors and exceptions
- API response times and throughput
- Job/batch processing success and duration
- Integration health (external system connectivity)
Security Monitoring:
- Authentication failures and suspicious login attempts
- Unauthorized access attempts
- Security alerts from SIEM or threat detection tools
User Experience Monitoring:
- End-user transaction times (if monitoring available)
- User session errors
- Customer-reported issues

For Consulting Services:

Project Health Monitoring:
- Schedule adherence (milestones on track?)
- Budget tracking (actual vs. planned costs)
- Scope changes (frequency and impact)
- Risk and issue log status
- Resource utilization
Customer Satisfaction:
- Regular check-ins with customer
- Feedback on deliverables and team performance

Tools:

Azure Monitor (for Azure-hosted services)
Application Insights or equivalent APM
Support ticketing system (incident and request tracking)
Project management tools (consulting project tracking)

Alerting:

Configure alerts for critical metrics (e.g., downtime, high error rates, SLA breach risk)
Define on-call rotation for after-hours alerts
Escalation for unacknowledged or unresolved alerts

Responsibility: IT Operations (SaaS), Delivery Manager (Consulting), Service Owner

Frequency: Continuous (24/7 monitoring for SaaS critical services)

6.7 Service Reporting

Objective: Provide transparency on service delivery to customers and management.

Customer Reporting

Monthly Service Report (for SaaS and support services):

SLA Performance: Compliance with uptime, response time, resolution time targets
Incidents: Count, severity distribution, major incidents summary
Service Requests: Count, types, resolution times
Changes: Planned changes implemented, upcoming changes
Availability: Uptime %, downtime incidents (if any)
Trends: Month-over-month comparisons
Action Items: Follow-ups from previous month, outstanding issues

Project Status Report (for consulting services):

Progress: Milestones achieved, work completed
Schedule: On track / ahead / behind; forecast completion date
Budget: Actual vs. planned spend; forecast final cost
Risks and Issues: Current open risks and issues; mitigation status
Upcoming: Next milestones, planned activities
Decisions Needed: Items requiring customer decision or approval

Delivery Method:

Email (PDF attachment or link to web report)
Customer portal (if available)
Review in periodic customer meetings

Responsibility: CSM (prepares and delivers customer reports), Delivery Manager (project reports)

Frequency:

SaaS/Support: Monthly
Consulting Projects: Weekly or bi-weekly during active delivery

Management Reporting

Quarterly Service Performance Report (in Management Review, SW-IMS-PRO-004):

Overall SLA Compliance: Across all customers and services
Service Trends: Incident frequency, types, resolution times over time
Customer Satisfaction: Survey results, NPS scores, feedback themes
Service Delivery Metrics:
- Onboarding lead time (contract to go-live)
- Project delivery performance (on-time, on-budget %)
- Support ticket volume and resolution times
Service Delivery Risks: Current risks and mitigations
Service Improvement Initiatives: Ongoing and planned improvements
Resource Utilization: Staff allocation, capacity constraints

Audience: Management Team, Quality Lead, Service Owners

Responsibility: Quality Lead (consolidates input from Service Owners, CSMs, Delivery Managers)

Frequency: Quarterly (as part of IMS Management Review)

6.8 Service Improvement

Objective: Continuously improve service delivery based on feedback, metrics, and lessons learned.

Improvement Sources

Customer Feedback (SW-QMS-PRO-002 - Customer Feedback Procedure):
- Satisfaction surveys
- Complaints and issues
- Service review meeting feedback
- Informal feedback from CSMs
Internal Feedback:
- Lessons learned from projects and incidents
- Staff suggestions (support, delivery, operations teams)
- Retrospectives after major changes or incidents
Performance Data:
- SLA compliance trends
- Incident and problem trends
- Efficiency metrics (onboarding time, resolution time)
Benchmarking and Best Practices:
- Industry standards (ITIL, ISO 20000)
- Competitor or peer comparisons
- Technology and process innovations

Improvement Process

Identify Improvement Opportunity:
- Analyze feedback and data
- Identify pain points, inefficiencies, or gaps
- Prioritize based on impact and effort
Plan Improvement:
- Define improvement goal (e.g., reduce onboarding time by 20%)
- Develop improvement plan (actions, responsibilities, timeline)
- Obtain approvals and resources
Implement Improvement:
- Execute improvement plan
- Update procedures, tools, or training
- Communicate changes to staff and customers
Measure Effectiveness:
- Track metrics post-improvement
- Assess whether improvement goal achieved
- Adjust if needed
Standardize:
- Update procedures and documentation
- Train staff on new methods
- Share lessons learned with organization

Responsibility: Quality Lead (coordinates), Service Owners, CSMs, Delivery Managers

Frequency: Ongoing; formal review quarterly in Management Review

7. Service Delivery for SaaS Services (Specific Guidance)

7.1 SaaS Platform Operations

Multi-Tenant Considerations:

Ensure customer data isolation (separate tenants/databases)
Test changes in staging environment mirroring production
Consider impact on all tenants when planning changes
Monitor per-tenant resource usage and performance

Change Management:

Follow SW-IMS-PRO-008 (Change Management Procedure)
Planned changes during designated change windows (e.g., Wednesday 22:00-02:00 CET)
Customer notification per SLA (5-10 business days for planned maintenance)
Emergency changes: Immediate notification, followed by post-incident review

Capacity Management:

Monitor infrastructure capacity (CPU, memory, storage, network)
Plan for growth (customer onboarding, increased usage)
Scale infrastructure proactively to avoid performance issues
Review capacity quarterly; forecast 6-12 months ahead

Disaster Recovery:

Maintain tested disaster recovery plan
Perform DR tests annually (minimum)
Document recovery time objectives (RTO) and recovery point objectives (RPO)
Align DR capabilities with SLA commitments

7.2 SaaS Customer Communication

Planned Maintenance Notification:

Advance notice per SLA (e.g., 5 business days for standard maintenance)
Include: Date/time, duration, expected impact, actions required by customer
Channels: Email, service status page (if available)

Incident Communication:

Immediate notification when incident affects customer(s)
Regular updates during extended incidents (every 2 hours)
Resolution notification with summary
Follow up with incident report (root cause, corrective action)

Service Status Page (recommended):

Real-time service status (operational, degraded, outage)
Planned maintenance calendar
Incident history and updates

7.3 SaaS SLA Example

Service Level Objectives:

SLO	Target	Measurement
Service Availability	99.9% monthly uptime	Excludes planned maintenance during change windows
Critical Incident Response	15 minutes	Time from incident logged to initial response
High Incident Response	1 hour	Time from incident logged to initial response
Critical Incident Resolution	4 hours	Time from incident logged to service restored
High Incident Resolution	24 hours	Time from incident logged to issue resolved
Standard Service Request	2 business days	Time from request to completion

Customer Responsibilities:

Provide accurate contact information for notifications
Report incidents and service requests promptly
Participate in testing during onboarding and changes
Comply with acceptable use policy

Swedwise Responsibilities:

Maintain service availability per SLA
Respond to incidents per SLA
Provide advance notice of planned maintenance
Deliver monthly service reports

8. Service Delivery for Consulting Services (Specific Guidance)

8.1 Consulting Project Lifecycle

Phases:

Initiation: Contract signed, kickoff, requirements gathering
Planning: Detailed project plan, resource allocation
Execution: Delivery of project tasks, iterative customer feedback
Testing: UAT, defect resolution
Deployment: Go-live, hypercare support
Closure: Final acceptance, lessons learned, transition to support

Key Success Factors:

Clear scope definition and change control
Regular customer communication and status reporting
Skilled and available resources
Risk and issue management
Quality assurance before customer delivery

8.2 Consulting Delivery Standards

Documentation:

Project plan and schedule
Requirements documentation
Design and architecture documents
Configuration and customization records
Test plans and results
User manuals and training materials
Handover documentation (to customer or support team)

Quality Gates:

Requirements review and sign-off
Design review and approval
Code/configuration peer review
Testing completion and acceptance
Go-live readiness review
Customer acceptance sign-off

Resource Management:

Allocate consultants based on skills and availability
Monitor utilization and workload
Plan for knowledge transfer and handoffs
Address skill gaps through training or external support

9. Inputs and Outputs

Inputs:

Customer contracts and requirements
Service catalog and SLA templates
Resource availability and skills
Monitoring data and performance metrics
Customer feedback and complaints
Change requests and incident reports
Risk assessments

Outputs:

Onboarding plans and documentation
Provisioned services and customer environments
Monthly service reports (to customers)
Quarterly service performance reports (to management)
SLA compliance records
Service improvement plans
Lessons learned documentation

10. Records

Record	Retention Period	Location	Owner
Service Catalog	Current + 3 years superseded	[TBD - Document repository]	Quality Lead
Customer SLAs	Duration of contract + 5 years	[TBD - Contract repository]	Legal/Customer Success
Onboarding Documentation	5 years	[TBD - Document repository]	CSM
Monthly Service Reports	3 years	[TBD - Document repository]	CSM
Service Review Meeting Minutes	5 years	[TBD - Document repository]	CSM
SLA Performance Data	5 years	[TBD - Monitoring system]	Service Owner
Project Documentation (Consulting)	5 years after project close	[TBD - Project repository]	Delivery Manager
Lessons Learned	5 years	[TBD - Knowledge base]	Quality Lead

Policies:

SW-QMS-POL-001: Quality Management Policy
SW-IMS-POL-001: Integrated Management System Policy
SW-ISMS-POL-001: Information Security Policy

Procedures:

SW-IMS-PRO-001: Document Control Procedure
SW-IMS-PRO-002: Risk Assessment Procedure
SW-IMS-PRO-004: Management Review Procedure
SW-IMS-PRO-005: Nonconformity and Corrective Action Procedure
SW-IMS-PRO-008: Change Management Procedure
SW-ISMS-PRO-001: Incident Management Procedure
SW-QMS-PRO-002: Customer Feedback Procedure

Forms and Templates:

[TBD - SW-QMS-FRM-001: Service Report Template]
[TBD - SW-QMS-FRM-002: Onboarding Plan Template]
[TBD - SW-QMS-FRM-003: Project Status Report Template]
[TBD - SW-QMS-FRM-004: Service Review Meeting Template]

External:

ISO 9001:2015 - Clause 8 (Operation)
ITIL Service Delivery best practices

12. Continuous Improvement

This procedure is subject to continuous improvement based on:

Service delivery metrics and SLA performance
Customer feedback and satisfaction surveys
Lessons learned from projects and incidents
Internal audits and management reviews
Industry best practices and standards
Technology and process innovations

Improvement suggestions should be submitted to the Quality Lead.

Appendix A: Service Delivery Metrics Dashboard (Example)

Monthly Metrics:

Metric	Target	Actual	Status
SaaS Availability (%)	99.9%	[TBD]	🟢
Critical Incident Response Time (min)	<15	[TBD]	🟢
Critical Incident Resolution Time (hours)	<4	[TBD]	🟢
Customer Satisfaction Score (1-5)	≥4.0	[TBD]	🟢
SLA Compliance Rate (%)	100%	[TBD]	🟢
Onboarding Lead Time (weeks)	<4	[TBD]	🟢
Project On-Time Delivery (%)	≥85%	[TBD]	🟢

Quarterly Trends:

Incident count and severity trend (should decrease over time)
Customer satisfaction trend (should maintain or improve)
Service request volume trend
SLA compliance trend (should maintain near 100%)

Appendix B: Customer Onboarding Checklist (SaaS)

Pre-Onboarding (before kickoff):

Contract signed and received
Customer Success Manager assigned
Customer contacts identified (primary, technical, billing)
Onboarding kickoff meeting scheduled

Onboarding Kickoff:

Kickoff meeting held (requirements confirmed, timeline agreed)
Onboarding plan created and shared
Customer data and integration requirements documented

Provisioning:

Customer tenant/environment created
Customer branding and configuration applied
User accounts and roles created
Integrations configured (if applicable)
Data migrated and validated (if applicable)

Testing:

Internal testing completed and passed
UAT scheduled with customer
Customer UAT completed and passed
Training delivered to customer users

Go-Live:

Go-live readiness checklist complete
Customer sign-off obtained
Service activated for production use
Support team transitioned and briefed
Monitoring and alerting configured

Post-Go-Live:

Hypercare support provided (first 7 days)
Initial performance and usage reviewed
Onboarding review meeting held (within 30 days)
Lessons learned documented

Document Control

Version	Date	Author	Changes
1.0	[TBD]	[Author]	Initial release

Approval

Role	Name	Signature	Date
Quality Lead
Management Team Representative