Mpac Group, including CSi palletising and Langen Packaging Automation, set out to create a service-contract framework that strengthens long-term, win-win customer relationships by enhancing equipment performance through the combined expertise of the OEM, the service provider and the asset owner. By aligning responsibilities, expectations and performance objectives, the framework creates shared value for all parties while supporting more reliable and predictable asset operation.
To support this ambition, PORAZIET was engaged to develop a scalable global Service Level Agreement (SLA) framework that aligns customer expectations, service delivery capabilities, commercial objectives and legal requirements within a single contractual structure.
The challenge
As the service organisations continue to mature, different approaches to service agreements across regions and business units created complexity for customers, sales teams and service operations. Mpac required a globally consistent framework that would:
- Support multiple service levels through a standardised structure
- Clearly define responsibilities, service commitments and governance
- Remain commercially attractive and easy for customers to understand
- Be adaptable to regional legal and operational requirements
The solution
PORAZIET designed a flexible, modular service-agreement structure: one global Service Level Agreement forms the foundation, while tailored appendices for each service level and standalone legal annexes cover the specifics.
The framework translates Mpac’s service offerings into clearly defined commitments covering scope, responsibilities, performance levels, governance and customer obligations. In addition, sales enablement materials and customer-facing value propositions were created to help commercial teams effectively position the offerings and communicate business value.
The outcome
The resulting framework provides Mpac with a globally deployable foundation for lifecycle service agreements, enabling a more consistent customer experience, stronger control over commercial commitments and improved scalability of service operations.
By aligning commercial, operational and legal requirements within one structure, Mpac established a professional platform for increasing service-contract adoption, improving equipment performance and strengthening long-term customer partnerships.
