1. Disaster Recovery: Detailed disaster recovery procedures and business continuity plans

2. Multi-Location Services: Specific provisions for services provided across multiple locations

3. Third-Party Integration: Terms governing integration with third-party applications or services

4. Change Management: Procedures for implementing changes to the application or service levels

5. Training and Knowledge Transfer: Provisions for training customer staff and knowledge transfer

6. Compliance Requirements: Industry-specific compliance requirements and certifications

7. Service Improvement Plan: Framework for continuous service improvement

8. Exit Management: Detailed procedures for service transition at contract end

1. Schedule 1 - Technical Specifications: Detailed technical specifications of the application

2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics and measurement methodologies

3. Schedule 3 - Pricing and Commercial Terms: Detailed pricing structure, payment terms, and service credit calculations

4. Schedule 4 - Support Procedures: Detailed support procedures, escalation matrix, and contact details

5. Schedule 5 - Security Requirements: Detailed security protocols, compliance requirements, and audit procedures

6. Schedule 6 - Service Reports: Templates and specifications for service level reports

7. Appendix A - Incident Categories: Classification and definitions of different types of incidents

8. Appendix B - Contact Matrix: Key personnel and contact details for both parties