GOVERNANCE, REPORTING AND PERFORMANCE. Governance
1.1 The Service Provider shall comply with the Customer's governance requirements as set out in Schedule 12 (Governance and Service Management) at no additional charge.
1.2 The Service Provider shall develop within 20 Business Days following the First Service Commencement Date and each subsequent Service Commencement Date and maintain (subject always to approval by the Customer) a policy and procedures manual (the "Procedures Manual") that describes, at a minimum:
1.1.1 how the Services are to be performed and delivered;
GOVERNANCE, REPORTING AND PERFORMANCE. Governance
8.1 The Service Provider shall comply with the Customer’s governance requirements as set out in Schedule 12 (Governance and Service Management) at no additional charge.
8.2 The Service Provider shall develop within 20 Business Days following the First Service Commencement Date and each subsequent Service Commencement Date and maintain (subject always to approval by the Customer) a policy and procedures manual (the “Procedures Manual”) that describes, at a minimum:
8.2.1 how the Services are to be performed and delivered;
8.2.2 the Equipment and Software to be used;
8.2.3 the relevant Documentation including operations manuals and user guides;
8.2.4 the quality assurance procedures approved by the Customer;
8.2.5 the supervision, monitoring, staffing, reporting, planning and oversight activities to be undertaken by the Service Provider;
8.2.6 the Service Provider’s problem management escalation procedures;
8.2.7 other pertinent Service Provider standards and procedures; and
8.2.8 the Standards and Policies.
8.3 The Service Provider shall update and maintain the Procedures Manual at least annually and the Customer and the Service Provider shall agree on any policies and procedures to be included within the same.
8.4 Until the Procedures Manual is approved, the Service Provider shall perform the Services consistent with existing Customer Standards and Policies.
GOVERNANCE, REPORTING AND PERFORMANCE
