The Customer and the Supplier commit to organizing their co-operation according to the multi-level model below:
Strategic co-operation focuses on developing the services in long run by making sure service quality, expenditures and customer experience are controlled and reviewed.
Tactical co-operation focuses in developing the collaboration, prioritization of major changes and making sure that the agreements and pricing is adjusted accordingly
Operative co-operation focuses on ongoing service delivery and daily interaction. The objective is in continuous service development and improvements.