Make service quality enforceable with clear standards, measurement, and consequences (not legal advice)
This is operational guidance, not legal advice. Consult legal counsel before implementing contract changes.
Document what 'good' looks like for each service type. Be specific and measurable.
Done looks like: Written standards for each vendor category with clear metrics
Decide how and when you'll measure performance. Monthly is typical for most services.
Done looks like: Measurement schedule with data sources and responsible parties
Document what happens when standards aren't met. Escalation ladder is key.
Done looks like: Written escalation process from warning to termination rights
Share standards with vendors before contract renewal. Most will agree if reasonable.
Done looks like: Signed acknowledgment or contract amendment
Standards too vague
Fix: Use specific, measurable criteria
No measurement system
Fix: Build before you need it
Consequences never enforced
Fix: Follow through consistently
Not documented in contract
Fix: Add as exhibit or amendment
v1.0 (2026-01): Latest release