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1. Business Continuity: Procedures for maintaining service during major incidents or disasters - include if critical services are involved

2. Knowledge Management: Processes for capturing and sharing problem resolution information - include for complex technical services

3. Integration with Other Services: Procedures for coordinating with other service providers or internal teams - include if multiple service providers are involved

4. Training and Knowledge Transfer: Requirements for training customer staff - include if knowledge transfer is part of the service

5. Innovation and Continuous Improvement: Processes for service improvement and innovation - include for long-term strategic partnerships

6. Compliance Requirements: Specific regulatory compliance requirements - include if operating in regulated industries

1. Schedule 1: Service Level Targets: Detailed metrics and targets for each service level category

2. Schedule 2: Problem Categories and Priorities: Detailed definitions of problem categories and priority levels

3. Schedule 3: Rate Card: Pricing for different service levels and additional services

4. Schedule 4: Contact Matrix: Contact details for key personnel and escalation points

5. Schedule 5: Technical Requirements: Specific technical requirements and specifications

6. Schedule 6: Reporting Templates: Standard templates for service reports and communications

7. Appendix A: Problem Management Procedures: Detailed operational procedures and workflows

8. Appendix B: Service Credit Calculations: Detailed methodology for calculating service credits