1. Hardware Maintenance: Include when physical IT equipment maintenance is part of the service

2. Software Development: Required if custom software development or modifications are included

3. Disaster Recovery: Include for contracts requiring specific disaster recovery services

4. Training Services: Add when user training is part of the support package

5. Security Requirements: Include for contracts with specific security compliance needs

6. Change Management: Add for contracts requiring formal change control procedures

7. Third-Party Vendors: Include when managing third-party vendor relationships is part of the service

8. Service Credits: Add when including financial penalties for missing service levels

1. Schedule A - Service Descriptions: Detailed breakdown of each service component and support level

2. Schedule B - Service Level Metrics: Specific metrics, measurement methods, and reporting requirements

3. Schedule C - Fee Schedule: Detailed pricing, payment terms, and rate cards

4. Schedule D - Supported Systems: List of hardware and software covered under the agreement

5. Schedule E - Contact Details: Key personnel and escalation paths for both parties

6. Schedule F - Security Protocols: Detailed security procedures and requirements

7. Appendix 1 - Service Request Procedures: Process for submitting and handling support requests

8. Appendix 2 - Acceptable Use Policy: Guidelines for appropriate use of IT support services