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1. Disaster Recovery: Procedures for service continuity in emergency situations, included when critical services are involved

2. Data Protection: Specific provisions for handling personal or sensitive data, required when data processing is part of the service

3. Security Requirements: Detailed security measures and compliance requirements, included for services involving sensitive systems or data

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

5. Third-Party Management: Provisions for managing subcontractors or third-party providers, included when external parties are involved

6. Financial Penalties: Specific financial consequences for service level breaches, included when monetary penalties are part of the agreement

7. Innovation and Continuous Improvement: Framework for service enhancement and innovation, included for long-term strategic partnerships

1. Schedule A - Service Level Metrics: Detailed technical specifications of all service level metrics and calculation methodologies

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

3. Schedule C - Operational Procedures: Day-to-day operational procedures and processes

4. Schedule D - Report Templates: Standard templates for various required reports

5. Schedule E - Contact Matrix: Contact details and escalation paths for both parties

6. Appendix 1 - Technical Infrastructure: Details of technical infrastructure and architecture supporting the services

7. Appendix 2 - Security Standards: Detailed security standards and compliance requirements

8. Appendix 3 - Business Continuity Plan: Detailed procedures for maintaining service continuity