Service level review

It is free to fill in online, needs no account, and downloads as a Word document or a PDF. See all Operations and quality templates

• Service reviewed

  For example: Managed email hosting

• Provider

  For example: Northgate Hosting Ltd

• Customer

  For example: Brightwater Analytics

• Review period

  For example: 1 July to 30 September 2027

• Date of the review meeting

  For example: 12 October 2027

• Who took part

  One person per line, with their role.

  For example: Dana Okoye (Brightwater, IT lead) Marek Zielinski (Northgate, account manager)

• Targets and results

  One target per line: what was agreed, what happened, and whether it was met.

  For example: Uptime: target 99.9%, result 99.95%, met Support first response: target 1 hour, result 48 minutes on average, met Support fix time for urgent issues: target 8 hours, result 11 hours, missed Backups completed: target 100%, result 100%, met

• Missed targets and their causes

  Say what went wrong, not who is to blame.

  For example: Urgent fix time was missed on 3 of 14 tickets. Two waited for a supplier part and one was logged in the wrong queue.

• Incidents in the periodoptional

  Include dates, impact and whether a report was given.

  For example: 21 August: mail delivery delayed for 2 hours after a storage fault. Fixed and explained in a written report.

• Feedback from the customeroptional

  For example: Staff find the support portal slow to use. Billing statements are clear.

• Changes in the period or comingoptional

  For example: New spam filter added in August. Server move planned for January.

• Service credits or penalties dueoptional

  Follow the contract. Write 'None' if there are none.

  For example: None. The missed fix time is below the level that triggers a credit.

• Agreed actions

  One per line: action, owner and date.

  For example: Add a rule to route urgent tickets automatically (Northgate, by 31 October) Share the supplier part stock plan (Northgate, by 15 November) Review portal speed with the vendor (Brightwater, by 30 November)

• Next review dateoptional

  For example: 11 January 2028

1. 1Who took part
2. 2Targets and results
3. 3Missed targets and causes
4. 4Incidents
5. 5Customer feedback
6. 6Changes in the period or coming
7. 7Service credits or penalties
8. 8Agreed actions

1. 01

   Fill in

   Type your details in the form. The document fills itself in as you type; click any gap to jump to its field.

2. 02

   Check

   Read it through. Gaps you have not filled stay marked, so nothing goes out half done.

3. 03

   Download

   Save it as a Word document to edit further, or as a PDF to send or print.

What details does this template ask for?

The form asks for 14 details, starting with Service reviewed, Provider, Customer, Review period, Date of the review meeting. 5 more are optional.

Can I download this template as Word or PDF?

Yes. When you have filled in the form, save it as a Word document to keep editing, or as a PDF to send or print. It is free and needs no account.

Is what I type sent anywhere?

No. What you type stays in your browser while you fill in the document. It only goes to nerix if you choose to open the template in the chat.

What should I check before I use this template?

This reviews performance against targets already agreed, for example in a service level agreement. It does not change the contract. Any service credit or penalty follows the contract, so check what it says.

Are these operations templates free?

Most are. Fill in and download them for free as Word or PDF, with no account. A few longer documents are premium: free to fill in, paid once to download, and marked with their price.

Do they meet a standard such as ISO 9001?

They are a practical starting point and certify nothing. Standards and safety laws differ by industry and country, so check what applies to you.

Who should approve a procedure?

The person who owns the process and a manager who can authorise it. The procedure template has fields for both, and for the review date.

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