1. Disaster Recovery: Procedures for service continuity in case of major incidents or disasters. Include when providing critical services

2. Data Protection: Specific data handling and privacy requirements. Include when personal data is processed

3. Security Requirements: Detailed security measures and compliance requirements. Include for services involving sensitive information

4. Change Management: Procedures for implementing service changes. Include for complex technical services

5. Subcontractors: Terms governing the use of third-party service providers. Include when subcontractors are involved

6. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing. Include for specialized services

7. Exit Management: Procedures for service transition at agreement end. Include for critical or complex services

1. Schedule 1 - Service Specifications: Detailed technical specifications of the services

2. Schedule 2 - Service Level Metrics: Specific performance indicators and measurement methodologies

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

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of issues

5. Schedule 5 - Reports and Documentation: Templates and requirements for performance reporting

6. Appendix A - Technical Requirements: Detailed technical requirements and configurations

7. Appendix B - Incident Categories: Classification and examples of different types of service incidents