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1. Change Management: Procedures for requesting and implementing changes to the service - include if the service scope may need adjustment

2. Business Continuity: Disaster recovery and service continuation procedures - include for critical systems

3. Training and Knowledge Transfer: Requirements for training client staff - include if client requires service provider to provide training

4. Transition Services: Procedures for service handover - include if there's an existing system to transition from

5. Multi-language Support: Requirements for supporting multiple languages - include for international operations

6. Custom Integration Requirements: Specifications for integration with client systems - include if system integration is needed

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

2. Schedule B - Pricing and Payment Terms: Detailed pricing structure, payment schedules, and penalty calculations

3. Schedule C - Technical Requirements: Technical specifications for the ticket management system

4. Schedule D - Contact Details: Key contacts and escalation points for both parties

5. Schedule E - Report Templates: Templates for various required service reports

6. Appendix 1 - Ticket Priority Matrix: Detailed matrix defining ticket priorities and associated response times

7. Appendix 2 - Service Credits Calculation: Formula and examples for calculating service credits for missed SLAs