Underpinning Contract Review

The Underpinning Contract (UC) Review is a structured evaluation process under SLA Management, used to assess the performance and compliance of third-party service providers or vendors against their contractual obligations. These contracts support internal or customer-facing services, and reviewing them ensures that vendors are meeting agreed service levels which in turn supports SLAs and OLAs.

• Add Review

• Filters

• Service Review History

Add Review

To add an UC review, perform the following steps:

1. Navigate to SLA > User > Service Quality > Service Review > Underpinning Contract Review.
   Underpinning Contract Review list is displayed.
   
   Figure: Underpinning Contract Review List

2. Click ID hyperlink to view the UC Review page.
   Service Review page is displayed.
   

   Figure: Service Review
   

3. Enter the required details.
   

   For more information, refer to the following Field Description:

   Field	Description
   Service Type	Specifies Service Type, this is a pre-filled field with a value Underpinning Contract Agreement and cannot be modified. It indicates that this review concerns a vendor or third-party support contract.
   Service Name	Auto-populated based on the selected UC ID. Provides the official service name being reviewed and this field is read-only.
   Customer	Auto-populated based on the selected UC ID, indicates internal team or department that depends on the underpinning contract.
   Review Type	Enter Review Type, this specifies the nature of the review. Example: Annual Contract Performance Review, UC Renewal Evaluation.
   Reviewer	Enter the Reviewer Name. This is the name of the individual conducting or responsible for the UC review.
   Planned Review Date	Select Planned Review Date for scheduling the review meeting in advance. Helps in planning and aligning with stakeholders.
   Actual Review Date	Select Actual Review Date it captures the real date the review took place, useful for audit and tracking delays.
   Review Period From	Select Review Period From, define the start time for Review.
   Review Period To	Select Review Period To, define the end time for Review.
   Description	Enter Description, this is the general description of the UC review, its purpose, scope, or agenda.
   Participants From Client Side	Enter internal stakeholders from the business or internal team receiving the service via the vendor.
   Participants from IT Organization	List internal IT members responsible for managing or monitoring the contract performance.
   Positive Comments	Enter Positive Comments such as areas where the vendor has met or exceeded performance or collaboration expectations.
   Negative Comments	Enter Negative Comments such as SLA breaches, delayed deliveries, unresponsiveness, or other contract violations.
   Client View Point	Enter the customer's feedback from internal users or departments relying on the vendor-supported service.
   IT Organization View Point	Enter IT’s perspective on vendor performance, issues observed, and internal alignment.
   Improvements	List actionable items to improve the contract terms, vendor delivery, or collaboration model. May include change proposals.
   Remarks	Add any additional observations, vendor meeting notes, negotiation points, or follow-up reminders.
   Attachment	Upload related review documents, performance reports, dashboards, communication logs, or contract amendments.

4. Click Submit to add the Review to the list.
   A success message is displayed.
   

   Figure: Saved
   

5. Newly added Review is displayed on the UC Review List of the selected UC.
   

   Figure: Service Review

Filters

To view the List and Filters in Underpinning Contract Review page, perform the following steps::

1. Log in to the application as an Admin.
   

2. Navigate to SLA > User > Service Quality > Service Review > Underpinning Contract Review.
   UC Review page is displayed.
   

   Figure: Underpinning Contract Review
   
   For more information on the list items, refer to the following Field Description.

   Field	Description
   ID	Specifies the all the configured UCs with unique IDs. Click on ID to view the UC configuration.
   Created Date	Displays the created date and time of the UC.
   Service Name	Indicates the Service name configured for each of the UC.
   Status	Displays the current status of the UC.
   Description	Displays the brief description of the UC and an hyperlink to view more if the content is long.
   Service Workgroup	Displays the Service Workgroup configured for each UC.

3. Click Filters by hovering on the action panel.
   

   Figure: Filters

4. Click Submit to apply the required Filters.

Service Review History

All the changes made to the Service Review can be viewed for the specific review item from the List page. This provides details such as Column Name on which the change was performed and the user who performed the change. It also includes the date time of the change along with old and New values.

To view the Service Review History, perform the following steps:

1. Log in to the application as an Admin.
   

2. Navigate to  SLA > User > Service Quality > Service Review > Underpinning Contract Review.
   UC Review List page is displayed.
   Figure: UCA Review List
   

3. Click UCA ID hyperlink for which you want to view the submitted reviews.
   

4. Click Service Review ID in the List section of the Review page.
   

   Figure: SLA Review
   

5. Click Service Review History on the action panel of the SLA Review page to view the changes.
   

   Figure: Service Review
   

6. Service Review History popup window is displayed with the changes that include Old and New values. This also includes other change history details such as Column name, Change Date and Changed By.
   

   Figure: Service Review History