Agreement reached through negotiations between the service provider and the recipient of the service.
This agreement includes:
- Agreement parties.
- Agreement time period.
- Scope of services.
- Availability of services (Table of services availability)
- The duties and responsibilities of the parties.
- Performance and quality standards.
- Complaints and problems reporting.
- Conflicts and disputes.
- Monitoring and reviewing performance.
- Performance indicators.
- Final approvals.