Service Level Agreement
Power BI Report Creation and Support Service
Table of Contents
Scope of Service
Service Offering: Go Accelerate will deliver Power BI report creation, customisation, and ongoing support through a structured, agile process.
Key Activities:
- Report creation and customisation based on MAT requirements.
- Data integration and validation within Power BI.
- Periodic enhancements or feature additions based on feedback.
Service Availability
Standard Hours: Support and service activities will occur Monday to Friday, 9 AM – 5 PM (UK time).
- Support Channels: Email and ticketing system for issue logging, as well as phone support for urgent requests.
Response Times:
- High Priority: 4 hours.
- Medium Priority: 8 hours.
- Low Priority: 1 business day.
Agile Sprint Framework
Sprint Cadence: Monthly sprints to ensure regular, iterative progress.
Sprint Review Meetings: Each sprint cycle will include a meeting with stakeholders to align on deliverables, review progress, and gather feedback for continuous improvement.
Deliverables:
- At the end of each sprint, the following will be delivered to stakeholders:
- Updated Power BI reports and dashboards.
- Documentation of changes or updates made.
- Action items for the next sprint based on client feedback.
- Monthly Delivery: Completion of scheduled sprint deliverables by month-end.
Client Responsibilities
- Timely access to necessary data sources and personnel for consultation.
- Designation of a primary contact for effective communication.
- Regular feedback in sprint review meetings for continuous service improvement.
Service Adjustments and Customisation
- Adjustments to scope or delivery schedules may be negotiated based on specific client needs or emerging requirements.
- Any service adjustments will be agreed upon by both parties.