Agreement preparation for new IT support system

The client, a global bank was undergoing an IT transformation in order to improve efficiency and speed in processing loan applications. It was essential for the bank that the transition to the new system was as smooth as possible and that there would be daily IT support once the system went live. Northstream supported the bank with the drafting of a new support agreement that covered three areas: 1) A service establishment scope with a focus to ensure that the organisation and internal processes were ready and tested prior to the Go-Live date, 2) a nine-to-five IT service desk with SLA for issue resolution, 3) project development terms and conditions, with a focus to outline a process whereby the bank could request additional developments in the future. Together with the management team, Northstream led the drafting of the maintenance support agreement ready for the initial round of offers and negotiations.