1. Relationship Summary and Key Updates
- High-level summary of the partnership
- Major events/changes since last quarter
- Organizational or leadership changes
- Escalation Matrix
2. Performance Review
a. SLA and KPI Analysis
- Service uptime and availability
- Response and resolution times
- Quality metrics (accuracy, error rates, defects)
- TAT adherence for deliverables
- Outages/Operational Risk Events – Major/Minor
- Resources deployed (by tower, by skill levels (L1, L2, L3), Actual vs PO)
b. Volume and Usage Trends
- Transaction volumes/TPS/Utilization
- Support tickets (with ageing and top ticket category analysis)
- Consumption vs forecast
3. Risk, Compliance and Security Review
- Regulatory compliance updates (RBI, NPCI, PCI-DSS, etc.)
- Data privacy adherence
- Information security posture
- Outstanding audit findings
- Business Continuity and Disaster Recovery
- Third-party Risk Assessment updates
5. Innovation and Continuous Improvement
- Recent capabilities, product roadmap, and enhancements
- Automation or efficiency opportunities/AI adoption
- Industry best practices
- Potential POCs or pilots
6. Issue Log Review and Action Progress
- Review of open issues/risks
- Status of previous action items
- Escalations and resolutions