¶¶Òõ¶ÌÊÓƵ

1. Disaster Recovery: Specific procedures for system recovery in case of major incidents - include for business-critical systems

2. Security Requirements: Detailed security protocols and requirements - essential for systems handling sensitive data

3. Change Management: Procedures for requesting and implementing changes - useful for complex systems or when multiple stakeholders are involved

4. Third-Party Software: Provisions relating to maintenance of third-party components - include if solution includes third-party software

5. Training: Provisions for training services - include if ongoing training is part of maintenance

6. Service Credits: Framework for service credits or penalties - include for high-value or mission-critical systems

7. Transition Services: Procedures for transitioning services to another provider - important for complex or critical systems

8. Audit Rights: Rights to audit service provider's performance - important for regulated industries or critical systems

1. Schedule 1 - Service Level Agreement: Detailed service levels, metrics, and measurement methods

2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, payment schedules, and rate cards

3. Schedule 3 - Supported Software: List of software components covered under the maintenance agreement

4. Schedule 4 - Technical Support Procedures: Detailed procedures for requesting and receiving technical support

5. Schedule 5 - Contact Details: Key contacts and escalation procedures for both parties

6. Schedule 6 - Service Hours and Response Times: Detailed breakdown of service hours and response time commitments

7. Appendix A - Change Request Form: Standard form for requesting changes to the maintained software

8. Appendix B - Service Report Template: Template for regular service reporting