1. Business Continuity: Disaster recovery and business continuity procedures, recommended for critical support services

2. Third-Party Integration: Terms governing integration with other service providers or systems, needed when multiple vendors are involved

3. Training Requirements: Specific training obligations for help desk staff, important for specialized technical support

4. Transition Services: Procedures for service handover at start and end of contract, relevant for complex help desk operations

5. Multi-language Support: Requirements for supporting multiple languages, needed for international operations

6. Custom Development: Terms for custom software or tool development, if help desk requires specialized solutions

7. Hardware Provision: Terms for providing and maintaining hardware, if physical equipment is part of the service

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level targets, measurement methods, and reporting requirements

2. Schedule 2 - Pricing and Fee Structure: Detailed pricing information, including base fees, variable charges, and any penalty or bonus arrangements

3. Schedule 3 - Escalation Matrix: Contact details and procedures for different levels of issue escalation

4. Schedule 4 - Technical Requirements: Specific technical requirements for systems, software, and infrastructure

5. Schedule 5 - Security Protocols: Detailed security procedures, access controls, and compliance requirements

6. Appendix A - Incident Classification: Definitions and examples of different incident priority levels

7. Appendix B - Report Templates: Standard templates for various service reports and documentation

8. Appendix C - Standard Operating Procedures: Detailed procedures for common help desk operations and scenarios