1. Multi-Location Services: Additional terms for services provided across multiple locations or time zones

2. Disaster Recovery: Specific procedures and commitments for service continuity during disasters

3. Specialized Industry Compliance: Additional compliance requirements for specific industries (e.g., healthcare, finance)

4. Knowledge Base Management: Terms for maintaining and updating knowledge base and documentation

5. Language Support: Terms for multi-language support if required

6. Third-Party Integration: Terms governing integration with client's other service providers or systems

7. Transition Services: Terms for service transition at the start and end of the contract

1. Schedule A - Service Definitions: Detailed definitions of each service type and support level

2. Schedule B - Service Level Metrics: Detailed breakdown of all SLA metrics, calculation methods, and measurement periods

3. Schedule C - Pricing and Payment Schedule: Detailed pricing structure, including base fees, variable charges, and penalty calculations

4. Schedule D - Escalation Matrix: Detailed escalation procedures, contact information, and response time commitments

5. Schedule E - Technical Requirements: Specifications for technical infrastructure, tools, and systems

6. Schedule F - Report Formats: Templates and formats for various service reports and performance dashboards

7. Appendix 1 - Standard Operating Procedures: Detailed procedures for routine operations and common scenarios

8. Appendix 2 - Security Policies: Detailed security protocols and compliance requirements

9. Appendix 3 - Training Requirements: Detailed training requirements and certification needs for help desk staff