1. Change Management: Procedures for requesting and implementing changes to services or service levels

2. Business Continuity: Disaster recovery and business continuity requirements, used when service availability is critical

3. Security Requirements: Specific security measures and compliance requirements, essential for data-sensitive services

4. Intellectual Property: IP rights and obligations, important when service involves software or creative works

5. Data Protection: Specific data handling and privacy requirements, necessary when personal data is processed

6. Subcontractor Management: Rules for engaging and managing subcontractors, used when subcontracting is permitted

7. Training and Support: Details of training and support services, relevant for complex service offerings

8. Transition Services: Procedures for service implementation or termination transitions, important for complex services

1. Schedule A - Service Specifications: Detailed technical specifications of the services

2. Schedule B - Service Level Metrics: Specific performance metrics, calculation methods, and measurement periods

3. Schedule C - Fee Schedule: Detailed breakdown of all fees, charges, and payment terms

4. Schedule D - Service Credit Calculations: Formula and examples for calculating service credits

5. Schedule E - Escalation Procedures: Detailed procedures for escalating service issues

6. Schedule F - Report Templates: Templates for regular service level reporting

7. Schedule G - Contact Details: Key contacts and communication protocols for both parties

8. Appendix 1 - Technical Requirements: Customer's technical environment and compatibility requirements

9. Appendix 2 - Service Coverage Hours: Detailed service availability hours and exceptions