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Multi-Vendor Governance & Escalation Matrix
A documented ownership and escalation model for accounts running Infusion BI alongside other vendors or in-house teams.
Overview
This governance document details how we structure ticket ownership, escalation paths, shared metric definitions, and review cadence on accounts that run multiple support vendors side by side, so ambiguity doesn't become the customer's problem.
Key Takeaways
A category-by-category ownership matrix template for accounts split across multiple vendors.
Why shared metric definitions have to be agreed before go-live, not discovered in the first QBR.
The weekly/monthly/quarterly governance cadence used to keep the matrix current.
Target Audience
Vendor management leads, operations directors running multi-BPO accounts, procurement leaders.
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