SLAs
1. Supplier must ensure they acknowledge requests from Linklaters in a timely manner.
1 hour
2. Supplier must work with Linklaters in order to provide a brief of the requirement with an estimated quote for requests/projects by Priority Levels: Low Standard High Urgent
Low: 3 days
Standard: 1 day
High: 3 hours
Urgent: within 1 hour
3. Supplier to close off items / projects by agreed completion date.
Monitor projects on a monthly basis
4. Ensure agreed deadlines are met and the internal team are alerted ahead of time if this is unlikely.
Monthly
5. Supplier to report on number of hours spent broken down on project by project basis.
Weekly (Monday am)
6. Larger project / campaigns to be reported and monitored during WIP meetings. Supplier and Customer to review and agree items of work are classified as Bespoke Projects.
Each project / each item
7. Projects to be reported and monitored monthly.
Each project/each item. To report Monthly
8. Projects that look likely to exceed £10k to be approved by Senior Management.
Report per project/hours. Monthly
9. To manage and report on quantity of amendments per project.
Report per project/hours. Monthly
10. If amendments required are due to Supplier error, the correction should be done within the agreed timeframe to suit the priority of the job and no further retainer hours used to correct.
Each project/each item
11. Best practice adhered to when providing new templates to internal Linklaters Graphic Centre team regarding document production i.e. links, layers etc. used correctly.
Each project/each item
12. Follow agreed Account management process; report on any Projects of where this has failed. To report on reasons why and the resolution.
Monthly and Quarterly
13. To report on any escalations and provide reason and resolution.
Monthly and Quarterly
14. Following the agreed process and send projects over to the internal Linklaters Graphic Centre team should they be out of scope to the supplier scope of service.
According to priority level, report Monthly
15. Brand queries – ensuring the internal Linklaters Brand Team is contacted regarding any brand queries/challenges.
As and when necessary
16. Assets sent through on project completion.
Review Monthly
17. Value add – to introduce improved ways of working, new systems and process improvements.
During Quarterly Business Reviews
18. Brand improvements – supplier to make recommendations and present them to Linklaters for consideration.
Monthly meeting
