• SSC and Client– to assign a point of contact
  • Point of contacts to coordinate regularly
  • Information to be strictly handled by point of contacts
  • A secondary point of contact for each function is to be assigned by both parties in case of emergencies / absentees / vacations
  • Point of contacts to meet on a weekly/bi-weekly basis
  • Both parties have obligations and expectations on the success of the service delivery
  • E-mails are the primary communication methods
  • Unresolved issues to be escalated & discussed in the monthly management meeting