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1. Change Management: Procedures for requesting and implementing changes to services or service levels, recommended for complex service arrangements

2. Disaster Recovery: Specific procedures and obligations for system recovery in case of major incidents, recommended for critical systems support

3. Knowledge Transfer: Provisions for training and knowledge sharing, useful when customer staff need to work closely with support team

4. Staff Vetting: Requirements for background checks and security clearance, important for sensitive environments

5. Service Credits: Financial compensation mechanism for service level failures, recommended for high-value or critical services

6. Transition Services: Procedures for service handover at start and end of contract, important for complex service transitions

7. Intellectual Property Rights: Specific IP provisions for custom solutions or developments, needed when support includes development work

8. Environmental Compliance: Green IT and sustainability requirements, relevant for environmentally conscious organizations

1. Service Definitions: Detailed technical specifications of all support services and coverage

2. Service Level Targets: Specific metrics, measurement methods, and reporting requirements for each service level

3. Pricing Schedule: Detailed fee structure, including standard rates, overtime rates, and special service charges

4. Escalation Matrix: Contact details and procedures for different levels of issue escalation

5. Supported Systems: Comprehensive list of hardware, software, and systems covered under the agreement

6. Security Procedures: Detailed security protocols, access requirements, and compliance procedures

7. Report Templates: Standard formats for service level reports and performance monitoring

8. Contact Details: Key personnel contact information for both parties

9. Incident Priority Definitions: Classification of incident priorities and corresponding response requirements