Charging (if applicable) Details of any charging formulas used, or reference out to charging policy document. Details of invoicing and payment conditions etc. Details of any financial penalties or bonuses that will be paid if service targets do not meet expectations. What will the penalties/bonuses be and how will they be calculated, agreed and collected/paid (more appropriate for third-party situations). Service Reviews Details of how and when the service targets will be reviewed. Details of reporting that will take place and of formal review meetings etc. Who will be involved and in what capacity. Glossary Explanation of any unavoidable abbreviations or terminology used, to assist Customer understanding.
