1. Change Management: Procedures for requesting and implementing changes to services or service levels - include if the service scope is likely to evolve

2. Disaster Recovery: Specific procedures for system recovery and business continuity - include for critical systems support

3. Training Services: Terms for end-user training and knowledge transfer - include if training is part of the support package

4. Hardware Maintenance: Specific terms for physical IT infrastructure maintenance - include if hardware support is part of the scope

5. Software Licensing: Software license management and compliance - include if software licensing is part of the support services

6. Third-Party Suppliers: Management of relationships with other IT vendors - include if multiple vendors are involved

7. Remote Access: Terms and security requirements for remote support - include if remote access is required

1. Schedule 1: Service Description: Detailed technical specifications of all support services and coverage

2. Schedule 2: Service Level Agreement Details: Comprehensive SLA metrics, measurement methods, and reporting requirements

3. Schedule 3: Fee Schedule: Detailed pricing, payment terms, and any variable charging mechanisms

4. Schedule 4: Support Procedures: Step-by-step procedures for requesting support and escalation protocols

5. Schedule 5: Contact Details: Key contacts and escalation matrices for both parties

6. Schedule 6: Technical Environment: Description of the supported IT environment and infrastructure

7. Appendix A: Data Processing Agreement: Mandatory GDPR-compliant data processing terms and procedures

8. Appendix B: Security Requirements: Detailed IT security requirements and compliance measures