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1. Change Management: Procedures for requesting and implementing service changes - include when significant service modifications are anticipated

2. Transition Services: Processes for service implementation or termination transition - include for complex service deployments

3. Intellectual Property Rights: Specific IP provisions - include when custom solutions or software are part of services

4. Customer Obligations: Specific customer responsibilities - include when service delivery depends heavily on customer actions

5. Compliance Requirements: Industry-specific regulatory compliance - include for regulated industries

6. Force Majeure: Specific force majeure provisions beyond standard terms - include for critical services

7. Subcontractors: Rules for subcontractor engagement - include when subcontractors will be used

8. Training and Support: Details of training and support services - include for complex technical services

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of all service level measurements and calculations

2. Schedule 2 - Pricing and Service Credits: Detailed pricing structure and service credit calculations

3. Schedule 3 - Technical Requirements: Technical specifications, system requirements, and integration details

4. Schedule 4 - Support Procedures: Detailed support processes, escalation procedures, and contact information

5. Schedule 5 - Security Standards: Detailed security protocols, compliance requirements, and audit procedures

6. Schedule 6 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures

7. Appendix A - Service Reports: Templates and examples of service level reports

8. Appendix B - Incident Categories: Classification and definitions of different types of service incidents