1. Disaster Recovery: Business continuity and disaster recovery procedures, recommended for critical service operations

2. Transition Services: Procedures for service transition at the start and end of the contract, important for complex operations

3. Multilingual Services: Specific requirements for multilingual support, if applicable

4. Special Campaign Management: Procedures for handling seasonal peaks or special marketing campaigns

5. Work-From-Home Provisions: Specific requirements and procedures for remote working arrangements

6. Third-Party Integration: Requirements for integration with client or third-party systems and processes

7. Industry-Specific Compliance: Additional compliance requirements for specific industries (e.g., financial services, healthcare)

1. Schedule 1 - Service Level Metrics: Detailed KPIs, calculation methods, and target levels

2. Schedule 2 - Pricing Schedule: Detailed pricing structure, including base fees, volume-based pricing, and special rates

3. Schedule 3 - Technical Requirements: Detailed technical specifications for systems, software, and infrastructure

4. Schedule 4 - Data Processing Agreement: GDPR-compliant data processing terms and procedures

5. Schedule 5 - Operational Procedures: Detailed procedures for daily operations, escalations, and special situations

6. Schedule 6 - Quality Management Framework: Quality monitoring procedures, scorecards, and improvement processes

7. Schedule 7 - Business Continuity Plan: Detailed procedures for ensuring service continuity during disruptions

8. Appendix A - Contact Details: Key contacts and escalation matrix for both parties

9. Appendix B - Report Templates: Standard formats for various required reports and performance dashboards