1. Change Management: Procedures for requesting and implementing changes to services or service levels, used when the service environment is complex or frequently changing

2. Disaster Recovery: Specific provisions for service continuity during disasters, included when handling critical services

3. Security Requirements: Specific security obligations and standards, included when handling sensitive data or systems

4. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing, included when service delivery requires specific expertise

5. Continuous Improvement: Processes for ongoing service improvement, included in long-term strategic partnerships

6. Third-Party Dependencies: Management of external dependencies, included when service delivery relies on third-party providers

7. Customer Obligations: Specific customer responsibilities, included when service delivery requires significant customer involvement

8. Transition Services: Provisions for service transition at start or end of the agreement, included for complex service arrangements

1. Schedule 1 - Service Level Metrics and Calculations: Detailed definitions and calculations of all service level metrics

2. Schedule 2 - Service Credit Calculations: Detailed methodology for calculating service credits

3. Schedule 3 - Incident Priority Matrix: Detailed criteria for classifying incident priorities

4. Schedule 4 - Contact Details and Escalation Path: Contact information for key personnel and escalation procedures

5. Schedule 5 - Technical Support Procedures: Detailed procedures for requesting and providing technical support

6. Schedule 6 - Reporting Templates: Standard templates for service level reporting

7. Schedule 7 - Pricing and Payment Terms: Detailed pricing structure and payment conditions

8. Appendix A - Technical Requirements: Detailed technical specifications and requirements

9. Appendix B - Service Desk Procedures: Detailed procedures for service desk operations