Business Operations SOP

Client Health Review SOP #

This SOP defines how PrecisionTech reviews client health across service quality, bookkeeping status, IT support, cybersecurity risk, backup readiness, documentation, communication, and Business Care delivery.

Core Client Health Principle #

Client health should be reviewed before problems become urgent. A client is healthy when work is current, risks are visible, communication is clear, expectations are aligned, and agreed support responsibilities are being delivered consistently.

Client Health Status Ratings #

Client Health Review Procedure #

1. Confirm review scope: Identify the client, service plan, review period, and services included in the review.
2. Gather client records: Review tickets, bookkeeping records, cyber notes, backup status, communication notes, action items, risk register entries, and prior review notes.
3. Review service delivery: Check open requests, overdue tasks, recurring issues, response quality, communication concerns, and client satisfaction signals.
4. Review bookkeeping health: Check reconciliation status, month-end progress, BAS readiness, missing documents, payroll review items, AP/AR issues, and accountant follow-ups where applicable.
5. Review IT support health: Check Microsoft 365 issues, user access, endpoint concerns, support workload, device or software issues, and unresolved technical blockers.
6. Review cybersecurity health: Check MFA status, phishing concerns, access control gaps, password issues, security incidents, open remediation actions, and staff awareness items.
7. Review backup and continuity: Confirm backup coverage, failed jobs, restore test status, continuity concerns, and any critical system dependency risks.
8. Review communication and expectations: Confirm whether client communication is timely, responsibilities are clear, required information is being provided, and expectations remain aligned.
9. Assign client health rating: Rate the client as Green, Amber, or Red based on the overall review findings.
10. Create action items: Record required follow-ups with owner, due date, priority, and expected outcome.
11. Escalate where required: Escalate Red status, critical risks, missed deadlines, unresolved cyber issues, or recurring service problems.
12. Document and archive: Save the completed client health review in the approved client or Business Operations documentation location.

Recommended Review Rhythm #

• Monthly: Review Business Care clients, high-touch bookkeeping clients, active support clients, and clients with open operational risks.
• Quarterly: Review stable clients, lower-touch support clients, and clients with no major open risks.
• After Major Events: Review after incidents, client escalations, missed deadlines, security events, backup failures, onboarding, offboarding, or major service changes.
• Before Renewal or Plan Change: Review before changing service scope, pricing, plan level, or support expectations.

Client Health Review Template #

Rating Guidance #

• Use Green when work is current, client communication is clear, no major deadlines are at risk, and risks are controlled.
• Use Amber when follow-up is required, information is missing, minor delays exist, risks are open, or recurring issues need attention.
• Use Red when there is a critical service issue, security concern, missed or threatened deadline, client dissatisfaction, continuity risk, or urgent decision required.
• If unsure between two ratings, choose the higher-risk rating and document the reason.
• Any Red rating must create at least one action item and be reviewed again until resolved or downgraded.

Related SOPs and Records #

• Business Operations Master SOP
• Internal Business Review SOP
• KPI & Metrics Tracking SOP
• Action Item & Follow-Up Management SOP
• Operational Risk Register SOP
• Service Review SOP
• Ticket Triage SOP
• Incident Response SOP
• Backup Verification SOP
• End-of-Month Close SOP

Escalation Triggers #

• Client health rating is Red.
• Critical client service issue remains unresolved.
• BAS, payroll, month-end, or reporting deadline may be missed.
• Client financial records or sensitive data handling issue is identified.
• Security incident, MFA gap, account compromise concern, or access control issue remains unresolved.
• Backup failure or business continuity risk affects the client.
• Client expectations are misaligned with the agreed service scope.
• Client repeatedly fails to provide required information and service quality is affected.
• Client relationship risk, payment risk, or scope creep requires owner-level decision.

Completion Checklist #

• Client and service plan confirmed
• Review period confirmed
• Client records reviewed
• Service quality reviewed
• Bookkeeping health reviewed where applicable
• IT support health reviewed where applicable
• Cybersecurity health reviewed where applicable
• Backup and continuity reviewed where applicable
• Communication and expectations reviewed
• Health rating assigned
• Risks recorded or updated
• Action items created where required
• Escalation raised where required
• Review record archived
• Next review date confirmed

Document Control #

Owner: PrecisionTech

Applies To: Client Service, Business Care Plans, Bookkeeping, IT Support, Cybersecurity, Backup & Continuity, Risk Management, Business Operations

Review Frequency: Quarterly, or after major client, service, security, bookkeeping, vendor, continuity, or process changes

Last Reviewed: [Insert Date]

Version: 1.0