On the Fulfillment dialog page, you define the target values for First Shot Rate, Reaction Rate, and Solution Rate. For each of these values, the upper and lower thresholds should also be defined. These values are monitored in the Service Level Fulfillment report. With this report, you can evaluate whether the support staff achieved the agreed service quality.
Although the Bonus and Malus values are not computed directly, they are important information for conventional contracts and help to increase the motivation.