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1. Major Problem Review: Procedures for reviewing major problems, used when dealing with critical systems or high-impact services

2. Problem Prevention: Proactive measures to prevent recurring problems, recommended for mature service relationships

3. Integration with Change Management: Procedures for coordinating with change management processes, needed when change management is handled separately

4. Knowledge Management: Processes for documenting and sharing problem resolution knowledge, useful for complex service environments

5. Third-Party Coordination: Procedures for managing problems involving third-party vendors, needed when multiple vendors are involved

6. Disaster Recovery Integration: Integration with disaster recovery procedures, essential for critical services

7. Training and Knowledge Transfer: Requirements for training customer staff, important for knowledge transfer arrangements

1. Schedule 1 - Service Level Targets: Detailed breakdown of all service level targets and measurement methods

2. Schedule 2 - Problem Categories and Priority Levels: Definition of problem categories and priority levels with response times

3. Schedule 3 - Escalation Matrix: Contact details and escalation procedures for different severity levels

4. Schedule 4 - Reporting Templates: Standard templates for problem management reporting

5. Schedule 5 - Pricing and Penalties: Fee structure and service credit calculations for missed SLAs

6. Appendix A - Technical Environment: Description of the technical environment covered by the agreement

7. Appendix B - Problem Management Tools: List of tools and systems used for problem management

8. Appendix C - Security Requirements: Detailed security requirements and compliance standards