
1 Deliverables: This details what the outsourcing vendor will
provide, build and turn over to the customer.
2 Terms and conditions: This section will normally be the
most text-intensive part of the contract, and will cover pos-
sibilities that will probably never occur, such as early termi-
nation of the contract.
3 Service level agreement: This details the services that are to
be provided on an on-going basis. It will include details such
as volumes and response times of a particular service. Often,
the costing will be linked in, so that the greater amounts of
processing, the more telephone calls answered, data used,
and so on, can be charged to the customer ...