Partner Service Charter
Content
- Introduction
- About GX
- In-Country Partner Team
- GX Service Offerings
- Partnership & Service Levels
- Communication Channels & Protocols
- Invoicing & Payment Expectations
- Escalation Protocol
- Lessons Learned & Continuous Improvement
- Compliance Review
- Knowledge Base Management
- Quarterly Service Review
- Partner Referral Program
Escalation Protocol
The In-County Partner Manager and the Head of In-Country Services & Compliance are the GX points of contact in the event of a service escalation, by either our partner or a GX team member. Escalation is intended to protect service quality, compliance, and commercial outcomes.
When an issue is raised by a partner or a GX team member:
- In-Country Partner Manager is the primary owner for all service escalations.
- Head of In-Country Services & Compliance handles further escalations and severe service issues.
