# Service Level Review Template, Free Source: https://nerix.ai/templates/service-level-review Review a supplier or service against its agreed targets: results, misses, causes and actions for next period. Before you send it 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. ## Fill it in and preview You are signed in. Fill it in your workspace and it is kept as a document you can send, share and have signed. [Open in your workspace](https://app.nerix.ai/documents/templates/service-level-review) ### Service level review: Managed email hosting **Provider:** Northgate Hosting Ltd **Customer:** Brightwater Analytics **Period reviewed:** 1 July to 30 September 2027 **Review meeting:** 12 October 2027 ## Who took part Dana Okoye (Brightwater, IT lead) Marek Zielinski (Northgate, account manager) ## Targets and results 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 causes 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 21 August: mail delivery delayed for 2 hours after a storage fault. Fixed and explained in a written report. ## Customer feedback Staff find the support portal slow to use. Billing statements are clear. ## Changes in the period or coming New spam filter added in August. Server move planned for January. ## Service credits or penalties None. The missed fix time is below the level that triggers a credit. ## Agreed actions 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:** 11 January 2028 This review records how the service performed against the targets agreed between Northgate Hosting Ltd and Brightwater Analytics . It does not change the agreement between them. Templates are a careful starting point, not legal advice. Where the law matters, check what applies where you are. Operations and quality ## What this template is for A service level review report: targets against results, missed targets with causes, incidents, customer feedback and agreed actions. Word or PDF. 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](https://nerix.ai/templates/operations-quality) Operations and quality ## What you fill in The form asks for 14 details. The document fills itself in as you type. - ### 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 period optional 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 customer optional For example: Staff find the support portal slow to use. Billing statements are clear. - ### Changes in the period or coming optional For example: New spam filter added in August. Server move planned for January. - ### Service credits or penalties due optional 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 date optional For example: 11 January 2028 Operations and quality ## What is inside The parts of this document, in order. - 1 Who took part - 2 Targets and results - 3 Missed targets and causes - 4 Incidents - 5 Customer feedback - 6 Changes in the period or coming - 7 Service credits or penalties - 8 Agreed actions Templates ## How it works - 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. - 02 ### Check Read it through. Gaps you have not filled stay marked, so nothing goes out half done. - 03 ### Download Save it as a Word document to edit further, or as a PDF to send or print. ### Make it yours with AI Open it in the chat and ask for changes: shorter, firmer, another situation, another language. [Adapt it with nerix](https://nerix.ai/try?template=service-level-review) ### Was this template helpful? Operations and quality ## Questions people ask ### 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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Operations and quality](https://nerix.ai/templates/class-register) [See all Operations and quality templates](https://nerix.ai/templates/operations-quality) Templates ## More kinds of documents Every category has its own page, so you can see all of its templates at once. ## Use it in nerix ### Use it in nerix - [Templates](https://nerix.ai/product/templates) - [Quality records](https://nerix.ai/product/quality-records) - [Checks](https://nerix.ai/product/audits) ### Learn more - [How to Make a Document From a Template](https://nerix.ai/help/make-a-document-from-a-template) - [Operations and quality](https://nerix.ai/templates/operations-quality)