So what do you do if you`re working with an outsourcer and need a service level agreement with them? First, you need to make sure that you have your own service level agreement, as your service level agreement must support it. There are different ways to use an outsourcer. Two common possibilities are: 1) relocate a store and the outsourcer is paid per call or 2) relocate part of the volume and they are paid for each RTD (full-time equivalent) they contribute to the phones. For the first example where the outsourcer is paid per call, you can simply give them the same service level goal that you use internally. If you share volume with them (the second example), you can`t use only the service tier. This is because your service level depends on yours and vice versa.