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1. Change Management: Procedures for requesting and implementing changes to services or service levels, recommended for complex applications or environments

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

3. Knowledge Transfer: Provisions for documentation and knowledge sharing, useful when regular staff rotation is expected

4. Innovation and Improvement: Framework for continuous service improvement and technology updates, relevant for long-term agreements

5. Exit Management: Detailed transition procedures for service termination, important for complex or mission-critical applications

6. Compliance and Audit: Specific compliance requirements and audit rights, necessary for regulated industries

7. Third-Party Dependencies: Management of third-party software licenses and support agreements, relevant when multiple vendors are involved

8. Training and Support Materials: Provisions for end-user training and documentation, important for user-facing applications

1. Schedule 1: Service Level Specifications: Detailed technical specifications of service levels, including metrics and measurement methods

2. Schedule 2: Pricing and Fee Structure: Detailed breakdown of fees, pricing models, and payment schedules

3. Schedule 3: Supported Applications: List and details of all applications covered under the agreement

4. Schedule 4: Technical Environment: Description of the technical infrastructure and environment specifications

5. Schedule 5: Contact Matrix: Contact details and escalation paths for both parties

6. Schedule 6: Report Templates: Templates for various reports required under the agreement

7. Schedule 7: Service Request Procedures: Detailed procedures for submitting and handling service requests

8. Appendix A: Incident Priority Matrix: Definition of incident priority levels and corresponding response requirements

9. Appendix B: Security Requirements: Detailed security protocols and requirements

10. Appendix C: Performance Penalties and Credits: Calculation methods for service credits and penalties