Scope & roles
- Defined scope and what stays in-house.
- Named owners on both sides.
- Clear decision rights and escalation.
- Agreed quality standards.
SLAs & reporting
- Service levels tied to the scope.
- Regular, honest reporting.
- A review and improvement cadence.
- Issue and escalation handling.
Data & compliance
- Data ownership and processing terms.
- Lawful candidate-data handling (confirm with professionals).
- Security and access controls.
- Exit and transition terms.
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