1. Disaster Recovery: Detailed procedures for system recovery in case of major incidents - include for critical systems

2. Security Requirements: Specific security standards and protocols - recommended for applications handling sensitive data

3. Change Management: Procedures for implementing service changes - important for complex systems

4. Training Services: Details of any training provided - include if training is part of the service offering

5. Professional Services: Additional consulting or professional services - include if offering beyond standard support

6. Multi-language Support: Details of support in different languages - relevant for Swiss multi-lingual requirements

7. Third-Party Dependencies: Management of third-party services - include if service relies on external providers

8. Compliance Requirements: Industry-specific compliance needs - include for regulated industries

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methods

2. Schedule 2 - Fee Schedule: Pricing, payment terms, and service credit calculations

3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures

4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery

5. Schedule 5 - Data Processing Agreement: Detailed data handling procedures compliant with Swiss data protection laws

6. Schedule 6 - Service Reports: Templates and specifications for service performance reporting

7. Appendix A - Incident Priority Levels: Definition and classification of incident priority levels

8. Appendix B - Contact Matrix: Key contacts and responsibility matrix for both parties