Service Level Agreement (SLA)
1. Purpose
This Service Level Agreement (SLA) defines the level of service, responsibilities, and commitments provided by OCFR Gemba (“we”, “our”, “us”) to our clients (“you”, “client”). The purpose of this SLA is to ensure clarity, transparency, and consistent delivery of high-quality services.
2. Scope of Services
OCFR Gemba provides professional services related to operational excellence, governance, compliance, risk management, and continuous improvement, including but not limited to:
- Consulting and advisory services
- Assessments, reviews, and audits
- Training and workshops
- Process improvement and transformation initiatives
Specific deliverables, timelines, and service details will be defined in individual contracts, proposals, or statements of work (SOW).
3. Service Availability
- Services are provided during standard business hours unless otherwise agreed in writing.
- Scheduled meetings, workshops, and on-site engagements will be arranged in advance with the client.
- Any changes to agreed schedules will be communicated promptly.
4. Performance Standards
OCFR Gemba is committed to delivering services that meet the following standards:
- Professional, ethical, and objective conduct
- Qualified and experienced consultants
- Timely delivery of agreed milestones and outputs
- Practical, value-driven recommendations aligned with client objectives
Performance metrics, where applicable, will be defined in the relevant SOW.
5. Communication & Reporting
- A primary point of contact will be assigned for each engagement.
- Regular status updates will be provided based on the agreed engagement plan.
- Reports and deliverables will be shared in the agreed format and timeframe.
6. Client Responsibilities
To ensure effective service delivery, the client agrees to:
- Provide accurate and timely information
- Ensure availability of relevant stakeholders
- Review and provide feedback on deliverables within agreed timelines
- Comply with agreed contractual and payment terms
Delays caused by unmet client responsibilities may impact delivery timelines.
7. Issue Management & Escalation
- Any service issues or concerns should be raised promptly with the assigned consultant or engagement lead.
- If unresolved, issues may be escalated to senior management at OCFR Gemba
- We commit to addressing issues professionally and in a timely manner.
8. Confidentiality
All client information, data, and materials will be treated as confidential and handled in accordance with applicable laws, professional standards, and contractual agreements.
9. Service Exclusions
Unless explicitly stated in writing, this SLA does not include:
- Legal or regulatory representation
- IT system implementation or maintenance
- Services outside the agreed scope or timeline
Additional services may be provided under a separate agreement.
10. Review & Amendments
This SLA may be reviewed and updated periodically. Any material changes will be communicated through the website or contractual documentation.
11. Contact Information
For questions regarding this Service Level Agreement or our services, please contact: