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1. Business Continuity and Disaster Recovery: Details of backup procedures and disaster recovery plans, included for critical systems support

2. Change Management: Procedures for implementing system changes, included when supporting complex IT environments

3. Security Requirements: Specific security protocols and compliance requirements, included for handling sensitive data

4. Performance Credits and Penalties: Financial implications for service level breaches, included in high-value or critical service agreements

5. Training and Knowledge Transfer: Provisions for training client staff, included when knowledge sharing is part of the service

6. Third-Party Vendor Management: Procedures for managing external vendors, included when multiple technology vendors are involved

7. Reporting and Review: Detailed reporting requirements and service review procedures, included for complex service arrangements

1. Schedule 1: Service Descriptions: Detailed breakdown of each service component and support level

2. Schedule 2: Service Level Targets: Specific metrics, KPIs, and measurement methodologies

3. Schedule 3: Fee Schedule: Detailed pricing structure including standard and additional services

4. Schedule 4: Escalation Matrix: Contact details and escalation procedures for different severity levels

5. Schedule 5: Supported Systems and Applications: List of all IT systems, software, and hardware covered under the agreement

6. Appendix A: Incident Priority Definitions: Criteria for categorizing support incidents by priority level

7. Appendix B: Standard Operating Procedures: Detailed technical procedures for common support tasks

8. Appendix C: Report Templates: Standard formats for service performance reporting