Vendor Management
| Service Provider Activities | Frequency | Detailed Description |
|---|---|---|
| Act as the single point of contact for Client Requests and interact with vendors to address IT problems and problems with applications on the Client’s behalf. | As Needed | |
| Service Onboarding Activities | Frequency | Detailed Description |
| Vendor Assessment and Documentation | Once Per Vendor | |
| Establish official relationship with each vendor | Once Per Vendor | Only applicable when necessary |
| Serviceable Conditions | ||
| Service and support contracts or agreements must be in place between the Vendor and the Client. | ||
| Coverage Exclusions & Exceptions | ||
| Any and all service or support fees with the managed vendors. | ||
| Service Levels & Performance Goals | ||
| The general service levels apply but are contingent upon the Vendor’s defined service levels. (The lengthier levels will take precedence) | ||
| Service Level & Performance Exceptions | ||
| When the service from the vendor and their defined service levels exceed that of the Service Providers. The vendor’s service levels will take precedence. | ||