SERVICE ASSURANCE
Make operating expectations explicit before the contract starts.
Service assurance should define what is delivered, response expectations, dependencies, evidence, escalation and what remains the customer’s responsibility.
AreaDefined before signatureEvidence
ScopeServices, exclusions, deliverables, assumptionsStatement of work
GovernanceOwners, cadence, escalation, decisionsGovernance plan
Service levelsWhere applicable, response/availability targetsAgreement / reporting
Security & privacyData, access, subprocessors, incidentsSecurity/privacy documentation
ExitData return, portability, transitionExit plan
No SLA or certification should be inferred unless it appears in the signed agreement or evidence pack.