Shouldice Hospital Limited. Case Study Analysis

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EXHIBIT

1

Acceltion,s Service Guarantee

Quaury oF Srnvlcn GueneNTEE
TheAccelIionQualitvofServiceGuaranteedefines,AcceI1ion,sassurance*,

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1. Perfonnance Guarantee

a"ri,,iuo., or'te-.*r,sea ne."i,, is the
same

as

Accellion guarantees that the performance
of the.Net-work
uproading and downloading content,
Accellion service' will be no t*t
p"."*t of that w1n
hich';;.hr;"*d by a benchmik origin as a resurt of usine the site being accessejfrom
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3. Customer Service

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o, o".;r,o.,.

excludingForce Maieureand schedured
Maintenance for customers

Guarantee

should Accellion fail to meet the service
levels set out in sections 1 and 2
with one (L) month's service fee ror
Accenion will credit
ttre monttirir""tua-*n"r,,n" r",i"[Gl3bove
account
.;;"d;;;;iili,i"t*.mer the customer,s ritten
notice to Accellion of such failure
gives w
withi'ii;;6) aays rrom ttre J* ,""r1 rrrr"re occurred.
with this requirement,wil r"rr"it.rt"t";il;;/r
The Customer's rrii"* t"."*fry
right to receive such credit.
Accellion will notify the c"ttom"'.,o

L:::I"frffixirabre

ror anv other

iI* ir'i1 ;s r,or., liauyrf;;;y*.J of scheduled Maintenance. I
reas"";;;ni";;ii p;fi;', ffir;tn" c,,i.-,"".1;J;;i;;ii,""",saryf the service acrion to

*"fffflflffi[rffi;';::lJ;:,Ji;:;"*,".:il$J;t3i:J:fl*f;::il::#*il::::"* 4. Security and privacy policy

,o any inquiry in re,a,ion,o

Accellion has comolete respect for
the Customer's privacy and that
of any custome,r data stored in
Accellion service does not require
Acce,ion servers. The
Customers i" prtJa" i"y;a:lr'r"i;;te
servers' All information provided
details for the data being stored
on the
to a"."uio"iy' tLr" c".r.i',"r';;;r"i'i;,
the Customer,,
;il:ilT I"v r,u,," u"t",, ,or" b"r,"rit. A,ccerion w,I not
hat the
Disclosure of Customer's itrtt'"'ti."
5. iui]'i.A.""[ion's

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ilJ'A'ff1"'X;1T'.|,H:"fiH^dr:1[:o'aut,

to

possession shalr

i-tu"t *'" .ifntI .,*p.ffity

onlybe made where such disclosure
is

*a to
the terms or use or
",,]o,"
Accellion will ensure-that th" ct'stom"''s
informatiorr and data [areJ ke{1cur9
or imProPer use' which includes
t'trqg;ii*r;uur" rt"p, io rr.ri,fil,tr1r,.mer,s adenrity
d protected from unauthorized access
i
before granring access.
EXHllBlr
Dear Team,

2

orAcclrion

Email to All Accellion staff Announcing
the Launch of the oos Guarantee

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vua,ry ot ervlce guarantee
read it over very carefully. vo" iulLri"Ji;;;;;1/";"*u16 Quarirvof service suarantee (Qos). prease Please
ancr puts t '" ownership o
in this company to deliver. C"r,o."".,
ompanf
c ustomers aon,r wen+ ."J9,flT?'L"l31d irt nuts *he -o*r,"rrnipi"n ever d o,.,;t;;t-;1q6btcDDrve'

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,;;h#;

theirnetwo'rkrip;*;;irr"rilrhcfi--,*--.--.,f1.'-t-",LevelAgreement(sLA);ttruy;"rt**i

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18,.#,"l*iF:iqd-.li''";'ffi "H?::1H:J:"H:'";T";1f 3"tr:;
As a member of the Accellion
--Lt,

vl\_.1.

team, you are key to our client,s satisfaction.
Thanks in advance for your suPport
in making our clients and ourselves

successful.

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L. what is the marketing impact of a
well-designed
guarantee?

2. Eaaluate

Exhibit

the_

seraice

design of Acceilion,s guarantee shown
in

r-. How ffictiae wilr it ui rn
communicating
seraice exceuence to potentiar and
current customers?
would you recommend any changes to
its design or imple_
mentation?

3' will

the guarantee be successfut in
creating a...
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