This schedule specifies the contract governance, escalation mechanism and contract change mechanism for the Statement of Work (SOW) as defined for the Supplier and EITC to ensure leadership, direction and accountability regarding delivery of the Services to EITC. This schedule outlines:
The governance process shall be subject to periodic reviews (e.g. at least every 1 year) and may be varied as agreed upon by the Parties from time to time.
Notwithstanding anything to the contrary, where there is a conflict between this schedule and clause 18 (Change Request) and Clause 44 (Governance), the provisions of this schedule will prevail.
The objective of the governance process is to provide EITC and the Supplier with the ability to drive the strategic direction of the “in-scope services”, interaction with the Supplier regarding contract change and oversight continuous improvement programs.
The CEB and ARB are responsible for the overall management of the SOW and provide leadership for the entire contractual agreement between EITC and the Supplier. These forums provide the business direction and set strategic direction on the co-ordination, development and implementation of the services. The CEB and ARB governance levels will be chaired by a senior EITC representative, who in such role shall be known as the “the EITC Governance Body Chairman”
The CRM level is responsible for managing and coordinating the fulfilment of overall Supplier contractual obligations towards EITC. This level shall also globally track and advise on services delivery processes and interfaces to ensure compliance with contractual, legal and any other agreed customer policy obligations. The CRM level shall support the CEB and ARB levels in managing the SOW evolutions through its lifecycle.
The COB level (service demand/delivery management) shall co-ordinate and assure the delivery of the service with respect to the in scope activities as per the SLA framework outlined in Schedule 04. Management information on the Supplier’s performance (SLAs) will be assessed in this forum. Any improvement initiatives required shall be ratified and managed by this level.
The table below lists the required attendees and the frequency of the meetings for each governance level. Both EITC and the Supplier can change their respective attendees to these governance meetings from time to time during the Term by providing advance written notice to the other Party, provided that any replacement is of equivalent seniority or empowerment to the replaced attendee. Each specified representative may nominate a delegate with equivalent decision-making power to attend meetings on his behalf. The attendees and frequency of the meetings can be varied by EITC chairman of each governance meeting to suit EITC’s reasonable business requirements.
For Governance structure refer to the table below.