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1. Disaster Recovery: Procedures and commitments for service recovery in case of major incidents or disasters

2. Security Requirements: Specific security standards and protocols to be maintained, used when handling sensitive data

3. Data Protection: Specific provisions for handling personal or sensitive data, required when processing personal information

4. Transition Services: Procedures for service transition at the start or end of the agreement, used in complex service arrangements

5. Continuous Improvement: Mechanisms for ongoing service improvement, suitable for long-term strategic relationships

6. Business Continuity: Provisions for maintaining service during business disruptions, important for critical services

7. Training and Support: Details of training and support services, relevant when user training is part of the service

8. Compliance Requirements: Specific regulatory compliance obligations, needed for regulated industries

1. Schedule A - Service Level Metrics: Detailed technical specifications of service level measurements and calculations

2. Schedule B - Pricing and Service Credits: Detailed pricing structure and service credit calculations

3. Schedule C - Technical Requirements: Detailed technical specifications and requirements for service delivery

4. Schedule D - Service Desk Procedures: Detailed procedures for service desk operations and support

5. Schedule E - Contact Details: List of key contacts and escalation points for both parties

6. Schedule F - Report Templates: Templates for various reports required under the agreement

7. Appendix 1 - Incident Categories: Classification and definitions of different types of service incidents

8. Appendix 2 - Performance Calculation Methods: Detailed explanation of how performance metrics are calculated