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

2. Customer Obligations: Specific responsibilities and requirements of the customer, included when customer participation is crucial

3. Third-Party Dependencies: Terms relating to third-party services or providers, included when relevant to service delivery

4. Data Management: Specific terms for data handling, privacy, and compliance, required when personal or sensitive data is involved

5. Training and Knowledge Transfer: Terms for training provision and documentation, included when relevant to service delivery

6. Exit Management: Detailed transition procedures at agreement end, included for complex or critical services

7. Innovation and Continuous Improvement: Terms for service enhancement and optimization, included for long-term strategic relationships

8. Environmental Requirements: Sustainability and environmental compliance terms, included when relevant to production processes

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, including measurement methods and thresholds

2. Schedule 2 - Pricing and Service Credits: Detailed pricing structure and service credit calculations

3. Schedule 3 - Operational Procedures: Detailed procedures for day-to-day operations, escalation processes, and contact details

4. Schedule 4 - Technical Requirements: Specific technical requirements, including infrastructure, software, and connectivity specifications

5. Schedule 5 - Security Standards: Detailed security requirements, protocols, and compliance standards

6. Schedule 6 - Business Continuity Plan: Detailed procedures for maintaining service during disruptions

7. Appendix A - Service Level Measurement Tools: Description of tools and methodologies used for service level measurement

8. Appendix B - Report Templates: Standard templates for various required reports

9. Appendix C - Escalation Matrix: Contact details and procedures for different levels of issue escalation