1. Dedicated Support Team: Details of dedicated support staff when specific personnel are assigned

2. Hardware Maintenance: Include when physical infrastructure support is part of the service

3. Security Requirements: Additional security measures beyond standard data protection

4. Disaster Recovery: Specific disaster recovery procedures when required

5. Training Services: When customer staff training is included in the service scope

6. Transition Services: Procedures for service transition at contract start and end

7. Custom Development: Terms for any custom software development or customization

8. Multi-language Support: When support in multiple languages is required

1. Schedule 1 - Service Definitions: Detailed description of each service component and support level

2. Schedule 2 - Performance Metrics: Comprehensive list of SLA metrics and measurement methods

3. Schedule 3 - Pricing Schedule: Detailed fee structure and service credit calculations

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different incident levels

5. Schedule 5 - Technical Requirements: Technical specifications and system requirements

6. Appendix A - Incident Classification: Criteria for categorizing support incidents and priorities

7. Appendix B - Report Templates: Standard formats for performance and incident reporting

8. Appendix C - Contact Information: Key contacts for both parties including technical and management staff