1. Disaster Recovery: Procedures for handling system failures and disaster recovery scenarios

2. Change Management: Processes for handling changes to the application or service scope

3. Knowledge Transfer: Procedures for documentation and knowledge sharing if required

4. Transition Services: Details of transition arrangements at the start or end of the agreement

5. Innovation and Continuous Improvement: Framework for implementing service improvements and innovations

6. Third-Party Contracts: Management of third-party vendors or software licenses if applicable

7. Business Continuity: Measures to ensure continuous service delivery during disruptions

8. Staff Requirements: Specific staffing requirements, qualifications, or security clearances

1. Schedule A - Support Services Description: Detailed breakdown of support services, including specific applications covered

2. Schedule B - Service Level Metrics: Comprehensive list of SLA metrics, calculation methods, and reporting formats

3. Schedule C - Pricing and Payment Schedule: Detailed fee structure, payment terms, and any variable pricing components

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

5. Schedule E - Technical Infrastructure: Details of technical environment, tools, and systems used for support

6. Schedule F - Security Requirements: Specific security protocols, compliance requirements, and audit procedures

7. Appendix 1 - Standard Operating Procedures: Detailed procedures for routine support operations and maintenance

8. Appendix 2 - Report Templates: Templates for various reports required under the SLA

9. Appendix 3 - Contact Information: List of key personnel and contact details from both parties