1. Disaster Recovery: Procedures for service continuity in case of major disruptions - include when business continuity is critical

2. Transition Services: Procedures for service handover at start and end of contract - include for complex service arrangements

3. Multi-language Support: Requirements for supporting multiple languages - include for international service coverage

4. Knowledge Management: Processes for maintaining and updating knowledge base - include for complex technical support

5. Quality Assurance: Specific quality control measures and standards - include for high-stakes support services

6. Security Clearance Requirements: Special security clearance needs for service desk staff - include for government or high-security clients

7. Customer Satisfaction Metrics: Additional metrics for measuring user satisfaction - include when customer experience is paramount

8. Training Requirements: Specific training needs for service desk staff - include for specialized technical support

1. Schedule A - Service Level Metrics: Detailed breakdown of all service level targets and measurement methodologies

2. Schedule B - Pricing and Fee Structure: Detailed pricing information, including base fees and variable charges

3. Schedule C - Escalation Matrix: Contact details and procedures for different levels of escalation

4. Schedule D - Technical Requirements: Specific technical requirements for service desk tools and systems

5. Schedule E - Report Templates: Standard formats for various service reports and metrics

6. Schedule F - Service Desk Procedures: Detailed operational procedures and workflows

7. Appendix 1 - Incident Classification Guide: Detailed criteria for classifying incident priorities

8. Appendix 2 - Contact Information: Key contacts from both parties with roles and contact details

9. Appendix 3 - Service Coverage Calendar: Calendar showing service hours, holidays, and coverage periods