Service Delivery Policy

Clear work.
Clear delivery.

This Service Delivery Policy explains how SCHOOLWEAR SHARED SERVICES LTD organises and delivers administrative and operational support services for businesses operating within the schoolwear sector.

Defined scope Practical support Clear communication
Scope agreed before work

The work starts with an agreed requirement.

Before a service begins, the relevant requirement, scope, information needed, delivery arrangement and applicable timing are confirmed so that both sides have a clear understanding of what is being provided.

Practical support Focused on the agreed administrative requirement.
Defined scope Tasks and outputs are identified before delivery.
Clear communication Relevant questions and changes are discussed promptly.
On this page
Service scope 01 Services 02 Before work begins 03 Delivery process 04 Timing 05 Client information 06 Changes 07 Completion 08 Contact 09
01

What this policy covers

This Service Delivery Policy explains the general arrangements used by SCHOOLWEAR SHARED SERVICES LTD when providing administrative and operational support services.

Our services provide practical support to businesses operating within the schoolwear sector. The exact service supplied to a client is determined by the requirement discussed and the scope agreed before the work begins.

This policy should be read together with the Terms & Conditions and, where applicable, the Service Cancellation Policy.

The delivery periods stated in this policy apply where the required information has been supplied and no separate arrangement has been agreed.

Defined work, clearly delivered.

A service is delivered according to its stated description, agreed scope, required information and applicable delivery arrangement.

02

Services covered by this policy

The following defined services are available according to the requirements and scope agreed with the client.

Service 01

Order Administration Review

A structured review of agreed order administration information, including supplied order details, status information and related administrative notes.

£32.80 Within 2 business days Status summary
Service 02

Customer Enquiry Support Pack

Administrative support relating to supplied customer enquiries, correspondence and agreed follow-up requirements.

£47.50 Within 3 business days Support pack
Service 03

Online Retail Administration Review

A review of agreed online retail administration processes, information organisation and related administrative routines.

£61.00 Within 3 business days Review summary
Service 04

Operations Support Session

A defined support session covering agreed administrative or operational requirements.

£78.40 Up to 45 minutes Follow-up where included
Service 05

Business Administration Action Plan

A structured review of an agreed administrative requirement, followed by a practical written action plan based on the information supplied.

£129.90 Within 5 business days Written action plan
Service 06

Operational Support Review

A structured review of selected order, customer service and administrative workflows, with a summary of areas requiring clearer organisation or follow-up.

£168.00 Within 7 business days Review summary
Service scope

The service descriptions define the general purpose of each service. They are not an unlimited list of activities. Specific tasks, information required, working method and output are confirmed before work begins. Work outside the agreed scope is not automatically included.

03

Before a service begins

We first review the client’s requirement and establish whether the requested work falls within the relevant service.

Before the agreed service starts, the following information may be confirmed:

  • the service required;
  • the specific task or requirement;
  • the agreed scope of work;
  • information or documents required from the client;
  • the applicable delivery period or session time;
  • the intended method of communication;
  • the agreed output, summary or action information; and
  • any practical limitation relevant to the requested work.

Where the requirement is unclear or additional information is reasonably necessary, we may contact the client before commencing the work.

A service will not be treated as having an unlimited scope simply because the requested work relates to the same general business requirement.

04

How delivery works

Services are delivered according to the nature of the selected service and the arrangements agreed with the client.

Requirement
The requested support is identified.

The client explains the administrative task, business requirement or operational area requiring support.

Scope
The practical scope is clarified.

We establish what is included, what information is required and what output or support arrangement applies.

Confirmation
The working arrangement is confirmed.

The applicable service, price, delivery period or session arrangement and required information are confirmed before work begins.

Delivery
The agreed work is carried out.

The support is provided through the agreed working method and within the applicable service period.

Completion
The agreed task is brought to a defined close.

Where applicable, the client receives the agreed summary, action information, document or other identified output.

05

Service timing

Each service has its own standard delivery period or session arrangement.

Service
Standard delivery
Order Administration Review
Within 2 business days
Customer Enquiry Support Pack
Within 3 business days
Online Retail Administration Review
Within 3 business days
Operations Support Session
Up to 45 minutes; follow-up email summary within 1 business day where included
Business Administration Action Plan
Within 5 business days
Operational Support Review
Within 7 business days
Business days
For the purposes of these service periods, business days are Monday to Friday, excluding UK public holidays.

Information-dependent timing

If the client has not provided information reasonably required for the agreed task, the applicable delivery period may need to be adjusted until the required information is available.

Where a delay is caused by missing or delayed client information, we will communicate the position where reasonably practicable.

Scheduled sessions

For a scheduled support session, the service is delivered during the agreed session period. If a client needs to change a scheduled session, the request will be handled in accordance with the Service Cancellation Policy.

06

Information required from the client

Efficient delivery depends on receiving accurate and relevant information from the client.

Client responsibilities

  • provide information reasonably required for the agreed task;
  • provide accurate and sufficiently complete information;
  • identify relevant deadlines or operational requirements;
  • respond to reasonable clarification requests; and
  • notify us if previously supplied information changes.

Our responsibilities

  • work within the agreed service scope;
  • use information supplied for the agreed service purpose;
  • communicate where clarification is reasonably required;
  • provide agreed outputs within the applicable arrangement; and
  • inform the client where a material delivery issue arises.

We do not assume that information supplied by a client is independently verified unless verification has specifically been included within the agreed service scope.

07

Changes to an agreed requirement

A client may request a reasonable change to an agreed requirement before or during delivery.

We will review the requested change and confirm whether it can be incorporated within the existing service scope.

Within the existing scope

Where a requested change can reasonably be accommodated without materially altering the agreed service, it may be incorporated into the existing arrangement.

Material change

If a requested change materially alters the nature, amount or timing of the work, a revised scope or separate arrangement may be required before additional work is undertaken.

No automatic scope expansion

Work outside the agreed scope will not automatically be treated as included.

Where additional work is requested, we will explain the applicable arrangement before that additional work is undertaken.

If the requested change cannot reasonably be accommodated within the existing service, we may explain the available alternatives.

08

Completion of a service

A service is considered complete when the agreed work has been carried out within the defined scope and any identified output has been provided.

Depending on the service, completion may involve:

  • a completed administrative review;
  • a customer enquiry support pack;
  • an online retail administration review;
  • a completed support session;
  • a written action plan;
  • an operational review summary;
  • another output specifically agreed before delivery.

Completion does not create an obligation to provide additional work that was not included in the original agreed scope.

Where a client identifies a genuine issue concerning the agreed service or output, the matter can be raised with us for review through the applicable support or complaints process.

09

Delivery questions and support

If you need clarification about a service, its scope, delivery arrangement or information required before work begins, please contact us before requesting the relevant service.

Business SCHOOLWEAR SHARED SERVICES LTD
Company No. 17200456
Office 17 Plantagenet Road
Barnet, United Kingdom
EN5 5JG

A defined service starts with a defined requirement.

To discuss an administrative or operational support requirement, please provide a brief description of the work you need and contact SCHOOLWEAR SHARED SERVICES LTD.

Need to clarify the work first?

Contact us with a brief description of your administrative or operational requirement and we can establish the appropriate service scope and delivery arrangement.

Discuss your requirement →