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1. Change Management: Procedures for requesting and implementing changes to services or service levels, used when frequent changes are anticipated

2. Business Continuity: Disaster recovery and business continuity requirements, important for critical services

3. Transition Services: Procedures for service transition at start and end of contract, relevant for complex service arrangements

4. Audit Rights: Customer's right to audit service provider's performance, important for regulated industries

5. Subcontractors: Rules regarding use of subcontractors, needed when subcontracting is permitted

6. Innovation and Continuous Improvement: Requirements for service enhancement over time, relevant for long-term strategic partnerships

7. Environmental Requirements: Environmental standards and compliance, important for environmentally sensitive services

8. Knowledge Transfer: Requirements for documentation and training, crucial for complex technical services

1. Schedule 1 - Service Specifications: Detailed technical specifications of services and deliverables

2. Schedule 2 - Service Level Metrics: Detailed definition of each service level metric and measurement methodology

3. Schedule 3 - Pricing and Charging Model: Detailed pricing structure, rates, and calculation methods

4. Schedule 4 - Operational Procedures: Detailed procedures for day-to-day service delivery and management

5. Schedule 5 - Contact Details and Escalation Matrix: Key personnel contacts and escalation procedures

6. Schedule 6 - Report Templates: Standard formats for various service reports

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

8. Appendix A - Service Request Categories: Classification and prioritization of different types of service requests

9. Appendix B - Technical Environment: Description of technical infrastructure and systems covered by the SLA