1. Business Continuity: Disaster recovery and business continuity procedures, required for critical systems support

2. Change Management: Procedures for implementing changes to supported systems, needed for complex production environments

3. Training and Knowledge Transfer: Requirements for training customer staff, relevant when knowledge transfer is part of the scope

4. Transition Services: Procedures for service transition at start and end of contract, important for complex systems

5. Compliance and Audit Rights: Additional compliance requirements and audit procedures, necessary for regulated industries

6. Subcontractors: Terms governing use of subcontractors, required if service provider uses third parties

7. Service Credits: Financial penalties for missing SLAs, optional compensation mechanism

8. Insurance Requirements: Specific insurance coverage requirements, important for high-value or high-risk services

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and measurement criteria

2. Schedule 2 - Support Procedures Manual: Detailed procedures for incident management and support delivery

3. Schedule 3 - Fee Schedule: Detailed breakdown of fees, including any variable charges

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for both parties

5. Schedule 5 - Technical Environment: Description of supported systems and technical requirements

6. Schedule 6 - Security Requirements: Detailed security protocols and requirements

7. Schedule 7 - Service Reports: Templates and specifications for service performance reports

8. Appendix A - Data Processing Agreement: GDPR/DSGVO-compliant data processing terms and procedures