A good outsourcing relationship is where all parties are happy, the users are serviced and the systems run as required. But do you find yourself reaching for the contract?
It requires flexibility on between yourself and your supplier to maintain the essence of the agreement and not get bogged down in minor issues.
If you have to constantly refer to the Service Level Agreement (SLA) or contract to fend off out of scope items or have the required service delivered then it is likely that you really need to review the relationship and how it is working.
In these cases you need to sit down and work out where the misunderstanding is and how it can be rectified before you end up with an inflexible/uncooperative incumbent supplier who is stifling your business or a over expectant and argumentative client who is unduly pressuring your operation.