A Service Delivery Charter is a formal agreement between a service provider and its clients, defining service terms and expectations. It outlines services offered, including scope and standards, alongside specific performance metrics like response times and uptime percentages. Financial aspects such as pricing and billing details are also covered.
Moreover, the charter delineates customer rights and responsibilities, offering guidelines for service requests, issue reporting, and feedback provision. It includes provisions for addressing complaints and conflicts, ensuring effective conflict resolution. Additionally, it serves as a framework for ongoing improvement, outlining procedures for reviewing service performance and implementing necessary enhancements, thus fostering transparency, accountability, and customer satisfaction.
