1. Disaster Recovery: Details disaster recovery and business continuity procedures, included when services are critical to business operations

2. Security Requirements: Specific security standards and protocols, included when handling sensitive data or systems

3. Change Management: Procedures for implementing changes to services or service levels, included for complex or evolving services

4. Transition Services: Procedures for service transition at the start or end of the agreement, included when complex implementation or exit is required

5. Multi-vendor Management: Procedures for coordinating with other service providers, included when multiple vendors are involved

6. Innovation and Continuous Improvement: Requirements for service improvement and technological updates, included for long-term strategic partnerships

1. Schedule 1 - Service Definitions: Detailed technical specifications of each service component

2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methodologies for each service level

3. Schedule 3 - Fee Schedule: Pricing, service credits, and penalty calculations

4. Schedule 4 - Operational Procedures: Detailed procedures for day-to-day service delivery and issue handling

5. Schedule 5 - Contact Matrix: Key personnel and contact information for both parties

6. Schedule 6 - Report Templates: Templates and formats for required performance reports

7. Appendix A - Technical Requirements: Specific technical requirements and standards that must be met

8. Appendix B - Service Level Measurement Tools: Details of tools and systems used for service level measurement