Summary and Key Updates
High-level summary of the partnership
Major events/changes since last quarter
Organizational or leadership changes
Escalation
Matrix
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
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
Financial
Review
Spend vs forecast
Pending
Invoice payments (with ageing)
Cost optimization prospects
Innovation and Continuous Improvement
Recent capabilities, product roadmap, and enhancements
Automation or efficiency opportunities/AI adoption
Industry best practices
Potential POCs or pilots
Issue Log
Review and Action Progress
Review of open issues/risks
Status of previous action items
Escalations and resolutions
Strategic
Alignment and Future Planning
Upcoming initiatives and projects
Release