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1. Transition Services: Terms for service transition at the start of the contract, used when taking over from another provider or implementing new systems

2. Business Continuity: Disaster recovery and business continuity procedures, required for critical applications

3. Knowledge Management: Procedures for maintaining and transferring support knowledge, relevant for complex applications

4. Training Services: Terms for additional training provided to customer staff, included when training services are part of the scope

5. Third-Party Vendor Management: Procedures for managing third-party software vendors, needed when multiple vendors are involved

6. Development Services: Terms for minor development work or customizations, included when development services are offered alongside support

7. On-Site Support: Conditions for providing on-site support services, relevant when physical presence might be required

8. Exit Management: Detailed procedures for service transition at contract end, important for complex or critical applications

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

2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and reporting requirements

3. Schedule 3 - Pricing and Fee Structure: Detailed pricing breakdown, rate cards, and payment terms

4. Schedule 4 - Supported Applications: List and specifications of all applications covered under the agreement

5. Schedule 5 - Technical Requirements: Technical specifications, system requirements, and infrastructure details

6. Schedule 6 - Contact Matrix: Key contacts and escalation procedures for both parties

7. Schedule 7 - Report Templates: Standard formats for service level reports and performance metrics

8. Appendix A - Data Processing Agreement: Detailed data protection terms compliant with GDPR and BDSG requirements

9. Appendix B - Security Procedures: Detailed security protocols and compliance requirements

10. Appendix C - Incident Priority Definitions: Criteria for categorizing incident priorities and associated response times