1. Change Management: Procedures for requesting and implementing changes to services or service levels

2. Disaster Recovery: Procedures for service continuity in case of major disruptions

3. Training and Knowledge Transfer: Requirements for training client staff and knowledge sharing

4. Transition Services: Procedures for service transition at the start and end of the agreement

5. Innovation and Continuous Improvement: Framework for service improvements and technological updates

6. Third-Party Management: Procedures for managing third-party vendors and dependencies

7. Compliance and Audit: Additional compliance requirements and audit procedures

1. Schedule 1 - Service Level Specifications: Detailed breakdown of service levels, metrics, and measurement methods

2. Schedule 2 - Pricing and Commercial Terms: Detailed pricing structure, including base fees and variable charges

3. Schedule 3 - Supported Applications: List and details of applications covered under the SLA

4. Schedule 4 - Technical Support Procedures: Detailed procedures for technical support and problem resolution

5. Schedule 5 - Contact Matrix: Key contacts and escalation paths for both parties

6. Schedule 6 - Service Credits and Penalties: Calculation and application of service credits for performance failures

7. Appendix A - Incident Priority Matrix: Classification of incidents and corresponding response requirements

8. Appendix B - Report Templates: Standard templates for service performance reporting

9. Appendix C - Security Requirements: Detailed security protocols and compliance requirements