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1. Multilingual Support: Additional requirements for providing service in multiple languages, used when multilingual support is required

2. Social Media Channel Management: Requirements for social media customer service, included when social media support is part of the service scope

3. Special Industry Compliance: Additional compliance requirements for specific industries (e.g., banking, healthcare), included when serving regulated industries

4. Value-Added Services: Additional services such as customer surveys, analytics, or consulting, included when these services are part of the agreement

5. Technology Integration: Requirements for integration with client systems, included when deep system integration is needed

6. Knowledge Management: Requirements for maintaining and updating knowledge bases, included when knowledge management is a key component

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level metrics and calculation methodologies

2. Schedule 2 - Pricing and Payment Terms: Detailed pricing structure, payment terms, and billing procedures

3. Schedule 3 - Technical Requirements: Specific technical requirements including hardware, software, and connectivity specifications

4. Schedule 4 - Security Standards: Detailed security protocols and compliance requirements

5. Schedule 5 - Operational Procedures: Detailed procedures for daily operations, escalation protocols, and emergency procedures

6. Schedule 6 - Reporting Templates: Templates and formats for various required reports

7. Appendix A - Key Personnel: List of key personnel from both parties and their roles

8. Appendix B - Training Requirements: Detailed training requirements and certification standards