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1. Data Protection: Detailed POPIA compliance provisions when personal information processing is involved

2. Disaster Recovery: Include when services are critical to customer operations

3. Change Management: Process for managing changes to services or systems when significant modifications are anticipated

4. Training: Include when provider will deliver training services to customer staff

5. Warranties: Additional warranties beyond standard service provisions

6. Insurance: Specific insurance requirements for high-value or high-risk services

7. Third-Party Services: Include when subcontractors or third-party services are part of delivery

8. Exit Management: Detailed transition provisions for complex services or long-term agreements

1. Schedule 1 - Service Description: Detailed technical specifications of support and maintenance services

2. Schedule 2 - Service Levels: Detailed SLA metrics, measurement methods, and reporting requirements

3. Schedule 3 - Fee Schedule: Detailed pricing, including breakdown of costs and payment milestones

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for service issues

5. Schedule 5 - Supported Systems: List of systems, equipment, or software covered by the agreement

6. Schedule 6 - Service Hours and Coverage: Detailed service windows and coverage periods

7. Appendix A - Standard Operating Procedures: Detailed procedures for routine maintenance and support tasks

8. Appendix B - Report Templates: Templates for service reports and performance metrics