1. Service Credits and Penalties: Defines compensation mechanisms for service level failures, used when specific performance penalties are required

2. Disaster Recovery and Business Continuity: Specifies procedures for system recovery and service continuation, important for critical CRM implementations

3. Third-Party Integration: Addresses integration with other systems or services, included when third-party services are part of the CRM solution

4. Training and Knowledge Transfer: Details training provisions and documentation requirements, relevant for complex CRM implementations

5. Intellectual Property Rights: Specific IP provisions for customizations and developments, needed when custom development is involved

6. Change Management: Procedures for handling service or requirement changes, important for evolving CRM needs

7. Exit Management: Details transition arrangements at contract end, crucial for complex or critical CRM services

1. Schedule 1: Service Specifications: Detailed technical specifications of the CRM system and services

2. Schedule 2: Service Level Metrics: Comprehensive list of KPIs, measurement methods, and target levels

3. Schedule 3: Fee Schedule: Detailed breakdown of fees, pricing models, and payment terms

4. Schedule 4: Support Procedures: Detailed support processes, escalation matrices, and contact information

5. Schedule 5: Data Processing Agreement: Specific terms for data processing and privacy compliance

6. Appendix A: Technical Requirements: Customer's technical infrastructure requirements and specifications

7. Appendix B: Security Standards: Detailed security protocols and compliance requirements

8. Appendix C: Report Templates: Standard formats for performance and service level reporting