1
Scope & Deliverables
Define precisely what services are covered, measurable deliverables, and acceptance criteria.
- Detailed service description (functions, modules, environments)
- Deliverable definitions and acceptance testing procedures
- Change‑request process and impact assessment
2
Service Levels & Performance
Establish quantifiable performance targets and remediation mechanisms.
- SLAs for availability, response, and resolution times
- Penalty and credit structure for SLA breaches
- Reporting cadence and metrics dashboard
3
Governance & Oversight
Create joint governance structures that enforce accountability and continuous improvement.
- Joint Steering Committee charter and meeting cadence
- Escalation matrix with defined decision‑rights
- Audit rights and regular compliance reviews
4
Security & Data Protection
Mandate baseline security controls and data‑privacy obligations aligned with enterprise standards.
- Compliance with ISO/IEC 27001 and relevant regulatory frameworks
- Mandatory incident‑response notification (≤ 24 hrs) and forensic support
- Data classification, encryption at rest/in‑flight, and secure disposal
5
Exit, Transition & Continuity
Ensure a clean, low‑risk disengagement and knowledge transfer at contract end or termination.
- Defined exit criteria, timelines, and hand‑over deliverables
- Data repatriation or secure destruction clause
- Transition assistance and knowledge‑transfer plan