Defined standards, reporting, complaints and service recovery.
A managed service should be easier to control than an informal outsourcing arrangement. These standards explain how Pacifica handles recurring delivery, service issues and the first-30-days guarantee. Our Hong Kong- and Philippines-based delivery team is supported by a full Australian-based team for context, oversight and escalation.
Monthly service reporting.
Where the engagement is recurring, the monthly service report is aligned to the actual scope rather than a generic timesheet. The aim is management visibility.
A simple escalation path with ownership.
This process applies to complaints about Pacifica's service delivery. Privacy concerns are also handled under the Privacy Policy.
Email jenefer@pacifica.services with the engagement, issue, relevant dates and the outcome sought.
We aim to acknowledge a service complaint within two business days and assign responsibility for review.
We aim to provide an initial substantive response or corrective-action plan within five business days. Complex matters receive progress updates.
If the matter remains unresolved after 10 business days, the client may request escalation to a Pacifica director for review.
30-Day Money-Back Service Guarantee.
If Pacifica materially fails to deliver the agreed written scope during the first 30 days after go-live of a client's first new recurring managed-service engagement, and Pacifica does not cure the failure within five business days after receiving written notice, the client may terminate the affected engagement and claim a refund of Pacifica service fees paid for that first 30-day service period.
The guarantee is designed to remove the risk of a genuine service-fit failure, not to convert completed work into a free trial.
Guarantee conditions
- Applies to the client's first new recurring managed-service engagement with Pacifica.
- The failure must be material and measured against the agreed written scope or service requirement.
- The client must notify Pacifica in writing during the first 30 days after go-live and provide enough detail to identify the claimed failure.
- Pacifica has five business days from written notice to cure or materially correct the issue.
- Refund is capped at Pacifica service fees actually paid for the affected first 30-day service period.
- One guarantee claim per client unless Pacifica agrees otherwise in writing.
Service failures should create a better process.
Where a recurring issue is confirmed, Pacifica should identify the cause, document the correction and update the workflow or control where appropriate. The objective is to prevent recurrence, not just close the complaint.