This chapter focuses on the services to be performed and their associated service levels. An outsourcing contract is defined by reference to the services which are being contracted out. The services and the service levels required will be unique to the customer organization. Some customer organizations will already be measuring the services provided by the existing information technology (IT) department. Rebates or payments may be made by the supplier to the customer in the event of failure of services to achieve key service levels. The customer is paying for the provision of services by supplier according to agreed standards, the service levels. The supplier needs to know whether the service levels have consistently been achieved and that the figures have been used in management control, over the period prior to the negotiations, normally at least the previous twelve months prior to contract signature.