1. Preventive Maintenance: Procedures for preventing defects, used when preventive services are part of the agreement

2. Root Cause Analysis: Procedures for investigating systematic issues, included for complex systems or critical services

3. Training and Knowledge Transfer: Requirements for training client staff, included when knowledge transfer is part of the service

4. Business Continuity: Procedures for maintaining service during major incidents, included for critical systems

5. Security Requirements: Specific security measures and compliance requirements, included when handling sensitive data

6. Change Management: Procedures for managing changes to the service or system, included for dynamic environments

7. Third-Party Management: Procedures for managing subcontractors, included when third parties are involved in service delivery

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level targets and measurement methods

2. Schedule 2 - Pricing and Credits: Detailed pricing structure and calculation of service credits

3. Schedule 3 - Technical Specifications: Technical details of the systems or services covered

4. Schedule 4 - Response Time Matrix: Detailed matrix of response times for different defect categories and priorities

5. Schedule 5 - Contact Details: List of key contacts and escalation points for both parties

6. Appendix A - Defect Report Template: Standard template for reporting defects

7. Appendix B - Performance Report Template: Standard template for periodic performance reporting

8. Appendix C - Resolution Procedures: Detailed procedures for defect resolution and verification