Unless otherwise expressly defined herein, the capitalized terms used herein shall have the meaning assigned to them in the Agreement. 2.0 Relationship Management 2.1 Acknowledgment The Parties recognize that relationship management is an essential component for successful contract management and ongoing Commonwealth - Vendor relationship satisfaction. The Commonwealth requires a relationship with Vendor based on the following key ingredients: High value for the Commonwealth Mutual trust and respect Excellent communication between both Parties Well-defined Service Levels Appropriate governance structures Mutually beneficial contract Well-defined roles and responsibilities 3.0 Relationship Management Requirements The Vendor team will work with the Commonwealth team to achieve the following: a. Ensure delivery of high-quality IT services to support the Commonwealth business needs; b. Ensure continued high customer satisfaction from all operational users of these services; c. Provide the earliest possible notification of potential service disruption or degradation, and recommend procedures to minimize the impact on the Commonwealth; d. Continuously recommend improvements to the functionality, creation and delivery of the Services—to the extent that the Commonwealth business objectives would be better served; e.