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1. Business Continuity: Disaster recovery and business continuity procedures, used when the supported systems are business-critical

2. Transition Services: Procedures for knowledge transfer and service transition, included when initial setup or eventual handover is part of scope

3. Third Party Contractors: Terms governing use of subcontractors, included when service provider uses third parties

4. Regulatory Compliance: Specific regulatory requirements, included for regulated industries or when handling sensitive data

5. Change Management: Procedures for implementing changes to supported systems, included for complex production environments

6. Innovation and Improvement: Continuous improvement requirements and innovation incentives, included for long-term strategic partnerships

7. Multi-jurisdiction Support: Special provisions for support across multiple time zones or jurisdictions, included for international operations

1. Schedule 1 - Service Descriptions: Detailed technical specifications of all support services

2. Schedule 2 - Service Level Metrics: Detailed KPIs, measurement methods, and calculation formulas

3. Schedule 3 - Fee Schedule: Detailed pricing, including base fees, variable charges, and any incentives or penalties

4. Schedule 4 - Escalation Matrix: Contact details and escalation procedures for different types of incidents

5. Schedule 5 - Systems and Applications: List of supported systems, applications, and infrastructure components

6. Schedule 6 - Required Personnel: Key personnel requirements, qualifications, and roles

7. Appendix A - Incident Management Procedures: Detailed procedures for handling different types of incidents

8. Appendix B - Report Templates: Standard formats for various required reports

9. Appendix C - Security Protocols: Detailed security requirements and procedures