General Framework for the provision of IT services
During the course of 2026, Paradigm has updated the General Framework for the provision of IT services This contractual document forms a common operational foundation for Paradigm and its institutional partners.
A common benchmark for better collaboration
Its aim is to
- Make our commitments clearer;
- Clarify the arrangements for collaboration;
- Ensure a consistent approach is taken across all services and projects in the Paradigm catalogue.
What the General Framework actually contains
It provides a cross-cutting overview of:
- The types of services offered as part of the service provision.
- One-off services: development, deployment, management of change requests.
- Recurring services: support management, maintenance, governance and the various service infrastructure management models.
- Management of service levels: their components, measurement methods and monitoring.
- Business continuity and disaster recovery management for the services and infrastructure components under Paradigm's responsibility.
- Security management and data protection: applicable regulatory frameworks, the associated governance, and the terms and conditions for the use of artificial intelligence.
- Management of external service providers: the requirements and commitments expected of them in order to ensure the quality of the services provided.
- Management of the contractual life-cycle of services: the procedures for termination at the partner's initiative and the removal of a service from the catalogue.
The general framework forms part of a set of documents comprising a contractual package designed to provide a consistent framework for the relationship between Paradigm and its partners. In particular, it is supplemented by service fact sheets which detail the features and commitments specific to each service in the Paradigm catalogue.
Who is it for?
The General Framework is intended for:
- Institutional partners, in order to establish a clear and consistent understanding of the principles of collaboration and general commitments.
- Paradigm teams, as a common benchmark for service provision practices.
The latest updated version of the General Framework
The General Framework for the Delivery of IT Services is a key annex to the contract package. It describes the principles, processes, and commitments that govern the delivery of IT services to institutional partners.
The purpose of the update is to ensure that the document is reliable, consistent, up-to-date, and aligned with internal practices and documented processes.
It serves as a common framework between Paradigm and its institutional partners. It ensures a shared understanding of how services are delivered and of Paradigm’s commitments.
Questions may be submitted through the channels specified in the communication plan. The subject matter experts, the document owner, the AMs, SDMs, and designated points of contact may also assist with requests for clarification.
Changes to the General Framework are communicated through the appropriate channels, including email, Account Managers, and the relevant governance and monitoring bodies.
The General Framework is regularly reviewed and updated in accordance with a defined governance process. Changes are validated, versioned, and published in a controlled manner. Customers are notified in advance of significant changes that may affect them.