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1. Third-Party Software: Include when maintenance involves third-party software components, defining responsibilities and limitations

2. Hardware Requirements: Include when specific hardware configurations are necessary for maintenance services

3. Disaster Recovery: Include when backup and recovery services are part of the maintenance scope

4. Staff Requirements: Include when specific qualifications or security clearances are required for maintenance personnel

5. Change Control: Include when formal change management procedures are required

6. Service Credits: Include when financial penalties apply for missing service levels

7. Exit Management: Include when complex transition arrangements are needed at contract end

8. Security Requirements: Include when specific security protocols or certifications are required

1. Schedule 1: Maintained Software: Detailed list of software components covered by the maintenance agreement

2. Schedule 2: Service Level Specifications: Detailed metrics, measurements, and targets for service levels

3. Schedule 3: Fee Schedule: Detailed breakdown of fees, including any variable components

4. Schedule 4: Escalation Procedures: Contact details and procedures for different levels of support

5. Schedule 5: Technical Requirements: Specific technical configurations and requirements for maintenance

6. Schedule 6: Report Templates: Standard formats for performance reports and incident reports

7. Appendix A: Change Request Form: Template for requesting and documenting changes to maintenance scope

8. Appendix B: Service Level Report Template: Standard format for reporting service level achievement