Scope & ownership
List the systems, environments, dependencies, service owners, decision rights, and responsibilities retained by the client or third parties.
THE OPERATING MODEL
Clear commitments.
Visible evidence.
These are the commitments we define with each client before service begins. Actual coverage, capacity, targets, and fees are established in the service agreement.
Coverage & escalation
Document hours, timezone, severity definitions, response targets, escalation contacts, maintenance windows, and any separately agreed out-of-hours coverage.
Capacity & priority
Allocate capacity explicitly. Prioritize by agreed severity and business impact. Conflicts between subsidiary and external-client requests require visible escalation; group affiliation does not silently override a client’s agreed allocation.
Access & separation
Define client-specific permissions, credential handling, data access, approval authority, and access removal. Shared practices do not imply shared credentials or unrestricted access across companies.
Changes & recovery
Agree release approvals, rollback procedures, backup ownership, recovery objectives, and exercise schedules appropriate to the services in scope.
Review & transition
Review delivery, incidents, risks, and service measures on an agreed cadence. Document exceptions, improvement work, and ownership transfers.
ILLUSTRATIVE TEMPLATES / NOT CLIENT RESULTS
See how the work is documented.
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Monthly service report
Covered services, delivery, incidents, risk, cost, and upcoming decisions.
TXT↓Incident review
Customer impact, timeline, contributing factors, and owned corrective actions.
TXT↓Service ownership matrix
Labs, client, and vendor responsibilities with escalation and access boundaries.
TXT↓Implementation handoff
Acceptance, deployment, access, observability, rollback, and knowledge transfer.
TXT↓Recovery-test record
Recovery objectives, restore evidence, measured results, and follow-up work.
TXT