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1. Business Continuity: Disaster recovery and business continuity procedures, recommended for critical operations

2. Training Requirements: Specific training programs and certification requirements, useful when specialized knowledge is needed

3. Language Requirements: Specific language proficiency requirements, relevant for multilingual services

4. Quality Assurance Program: Detailed quality monitoring and improvement processes, recommended for complex service requirements

5. Customer Satisfaction Metrics: Additional customer satisfaction measurement and targets, useful for customer-focused operations

6. Compliance with Industry Standards: Specific industry certifications or standards, relevant for regulated industries

7. Transition Services: Procedures for service transition at start and end of contract, important for complex operations

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service levels, calculation methods, and penalties

2. Schedule 2 - Pricing and Commercial Terms: Detailed pricing structure, including base fees, variable charges, and incentives

3. Schedule 3 - Technical Requirements: Detailed specifications for technology, infrastructure, and connectivity

4. Schedule 4 - Operating Procedures: Detailed procedures for daily operations, including scripts and workflows

5. Schedule 5 - Reporting Templates: Standard formats for all required reports and monitoring documentation

6. Appendix A - Key Personnel: List of key personnel from both parties with roles and contact details

7. Appendix B - Security Policies: Detailed security protocols and compliance requirements

8. Appendix C - Business Continuity Plan: Detailed procedures for maintaining service during disruptions