During the life of the Service Engagement, Service Performance Reports will be produced on a regular basis, as defined in the Service Governance Plan. These reports will highlight the status of the services delivered and will be used as the key input into the monthly Service Level Report.

The monthly Service Level Report will contain information about status of the Service Engagement and must minimal contain status of the agreed performance indicators, identified variances on the service levels, status of the identified risks, issues and performance improvement, and the outstanding actions relevant for the Client. The monthly Services Level Report must represent a realistic status of the Service Engagement, in line with contractual obligations. It will be used as the main input for discussion with the Client in understanding the current status. It should have sufficient information to enable the Client to make any decisions required of them.

The Engagement Manager is responsible for ensuring that the Client is aware of important issues and that issues are addressed in an appropriate manner. The Client representative in charge of escalation must be available to provide support and guidance as required.

The monthly Service Level Report will be reviewed and analyzed for unacceptable variances and appropriate actions will be developed to mitigate them. Any variances and corresponding actions will be discussed during the status meeting with the Client. The monthly Service Level Report will be distributed before the status meeting, but it might be consolidated/approved only after the meeting have taken place.