A clear contact and escalation route
Confirm your main point of contact, the arrangements for leave coverage and how a matter is escalated if it remains unresolved.
An understandable service scope
Agree which activities are included, what additional work may cost and when approval is required. The signed agreement should set out the actual commitments.
Useful information and follow-through
Discuss how reports, records and action updates will be shared. Agree expectations that reflect the actual workload and responsibilities of the scheme.