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1. Hardware Support: Include when the service provider is responsible for maintaining specific hardware components

2. Software Licensing: Include when the service provider supplies software licenses as part of the service

3. Training Services: Include when the provider offers user training as part of the support package

4. Disaster Recovery: Include when specific disaster recovery services are part of the support package

5. On-Site Support: Include when physical on-site support is part of the service offering

6. Third-Party Vendor Management: Include when the provider manages other IT vendors on behalf of the client

7. Change Management: Include when formal change management procedures are required

8. Security Clearance: Include when support staff require specific security clearances or checks

1. Schedule 1 - Service Level Agreement: Detailed service levels, response times, and performance metrics

2. Schedule 2 - Support Services Description: Detailed description of all support services and procedures

3. Schedule 3 - Fee Schedule: Detailed pricing, including any variable fees or charges

4. Schedule 4 - Supported Systems: List of systems, software, and hardware covered by the support agreement

5. Schedule 5 - Contact Details and Escalation Procedures: Key contacts and escalation paths for both parties

6. Schedule 6 - Data Processing Agreement: GDPR-compliant data processing terms and procedures

7. Schedule 7 - Security Requirements: Detailed security protocols and requirements

8. Appendix A - Incident Report Template: Standard template for reporting and tracking support incidents

9. Appendix B - Change Request Form: Standard template for requesting and approving changes