This section defines the objectives of this Agreement, such as: the service elements include the particularities of the services provided (and what is excluded in case of doubt), the conditions of availability of the services, standards such as slots for each level of service (prime time and non-prime time may have different levels of service, for example), each party`s responsibilities, escalation procedures, and cost/service trade-offs. Choose measures that motivate good behavior. The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate. Then test your metrics by placing yourself on the other side instead. .