Breakthrough ITSM 'Predict & Prevent' Approach Promises To Boost IT Operational Efficiency By 30% And Slash Support Costs By 40% In 90 Days!

Guarantee Terms & Conditions

“Increased Customer Satisfaction Score Within 90 Days” Guarantee

This guarantee is designed to demonstrate our confidence in delivering real, measurable ITSM improvements. To ensure fairness and alignment, the following terms and conditions apply:

1. Eligibility Criteria

To qualify for the $10,000.00 AUD (including GST) performance guarantee, the Customer must:

• Be actively engaged in a Service Management Specialists defined improvement engagement.

• Provide baseline Customer Satisfaction (CSAT) data, current average ticket resolution times, and other relevant performance metrics prior to the engagement.

• Agree to and participate in a jointly defined scope of work and the Guarantee is included in writing within the Service Management Specialists Statement of Work (SOW)

2. Guarantee Metrics

Service Management Specialists guarantees the following outcomes within 90 calendar days of the engagement start date:

• A minimum 20% improvement in average resolution time, and

• A minimum 10% increase in Customer Satisfaction (CSAT) score, based on baseline metrics supplied at the beginning of the engagement.

3. Customer Commitments

The guarantee is contingent on the Customer:

• Actively implementing Service Management Specialists recommendations and deliverables within agreed timeframes.

• Providing timely access to staff, data, systems, and feedback.

• Ensuring there are no material blockers or delays outside Service Management Specialists control that could impact implementation success.

4. Exclusions

This guarantee does not apply in the following scenarios:

• The Customer does not provide reliable or complete baseline data.

• Delays or blockers are caused by Customer-side approvals, resourcing, or access.

• Significant changes in team structure, service volumes, or technology platforms during the 90-day period that materially impact results.

• The Customer does not implement key recommendations that directly relate to CSAT and resolution time improvements.

• If the customer changes core ITSM platforms, introduces major new tooling, or outsources key support functions during the 90-day period. Additionally, if the ITSM platform or toolset is provided and managed by a third party and not under the direct control of the customer, SMS cannot be held accountable for any delays, restrictions, or technical limitations that impact implementation or outcomes.

• Any changes to the CSAT survey method, response volume, audience, or scoring scale during the 90-day period will void the guarantee

• This guarantee is contingent on timely implementation of jointly agreed recommendations. Prolonged deferrals or lack of execution may void the guarantee.

• if the customer fails to assign a project lead or participate meaningfully in agreed activities, workshops, or approvals

• When baseline metrics provided by the customer are inconsistent, unrepresentative, or impacted by major unplanned changes in service environment.

5. Guarantee Claim Process

If the agreed Guarantee Metric outcomes are not achieved, as per the agreed Service Management Specialists Statement of Work (SOW):

• The Customer must notify Service Management Specialists in writing within 10 business days of the 90-day period ending.

• Service Management Specialists will conduct a joint performance review and, if the Guarantee Metrics are not met and all Guarantee Terms and Conditions and Eligibility Criteria have been satisfied, Service Management Specialists will issue a $10,000.00 AUD (Including GST) payment to the Customer within 30 days.

Results are measurable. The guarantee is real. All we ask is that you partner with us fully to achieve your outcome