Quality compromising conditions

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Hi everyone.
Due to a case with a customer, I was thinking about quality compromising work conditions. I deliver a service, and sometimes the quality of the service delivered might depend on actions that can be held accountable to my customer.
Let's say, unrealistic deadlines, no deadlines at all, not responding to emails, not being available for meetings and conversations, short notices for new tasks or not planning at all.
How do you people state those conditions in order to be clear with the customer?

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Get them to sign a "Terms of Service" agreement where you fully articulate exactly and precisely what they need to do in order to not be in breach of contract. If they do breach your terms, there should be penalties.

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Java and PHP programmer.
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