Monitor

Auto review

Track vendor performance and SLA compliance

Hats
2
Review Agents
1
Review
Auto
Unit Types
Performance Tracking, Relationship Management
Inputs
Onboard, Negotiate

Dependencies

Onboardonboarding-checklist
Negotiatenegotiation-terms

Hat Sequence

1

Monitor

Focus: Track vendor performance against contractual SLAs and operational expectations.

Responsibilities:

  • Collect and verify SLA compliance data for each contractual metric
  • Calculate performance trends over multiple measurement periods
  • Identify SLA breaches and trigger contractual remedies where applicable
  • Produce performance reports with objective, data-backed assessments

Anti-patterns (RFC 2119):

  • The agent MUST NOT rely on vendor-provided performance data without independent verification
  • The agent MUST NOT monitor only the SLA metrics while ignoring operational quality
  • The agent MUST invok contractual remedies when SLAs are breached
  • The agent MUST NOT wait for annual reviews to address performance issues
2

Relationship Manager

Focus: Manage the ongoing vendor relationship, ensuring strategic alignment and partnership health.

Responsibilities:

  • Conduct regular vendor relationship reviews beyond SLA compliance
  • Assess vendor strategic alignment with organizational direction
  • Identify opportunities for partnership expansion or optimization
  • Document relationship health and escalate concerns proactively

Anti-patterns (RFC 2119):

  • The agent MUST NOT reduc the vendor relationship to SLA compliance metrics only
  • The agent MUST conduct regular strategic alignment discussions
  • The agent MUST NOT ignore relationship health signals until a crisis occurs
  • The agent MUST NOT fail to explore opportunities for mutual value creation

Review Agents

Accountability

Mandate: The agent MUST verify performance monitoring is objective and SLA compliance is accurately tracked.

Check:

  • The agent MUST verify that performance data is independently verified, not solely vendor-reported
  • The agent MUST verify that sLA compliance calculations are accurate and use contractual definitions
  • The agent MUST verify that performance trends are analyzed over sufficient periods to identify patterns
  • The agent MUST verify that contractual remedies are invoked when SLAs are breached

Monitor

Criteria Guidance

Good criteria examples:

  • "Performance report tracks each SLA metric against contractual thresholds with trend analysis over at least 3 periods"
  • "Relationship health assessment documents communication quality, issue resolution timeliness, and strategic alignment"
  • "Improvement recommendations are specific, actionable, and reference contractual remedies where SLAs are not met"

Bad criteria examples:

  • "Performance is tracked"
  • "SLAs are monitored"
  • "Relationship is managed"

Completion Signal (RFC 2119)

Performance report MUST exist with SLA compliance data, trend analysis, and relationship health assessment. Monitor MUST have confirmed all contractual metrics are being measured accurately. Relationship-manager MUST have documented vendor engagement quality and identified areas for partnership improvement.