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1. Business Continuity: Additional provisions for major incident management and disaster recovery, recommended for critical services

2. Security Requirements: Specific security protocols and compliance requirements, important for handling sensitive data

3. Data Protection: GDPR compliance measures, necessary when personal data is involved

4. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing, useful for complex service arrangements

5. Continuous Improvement: Processes for service improvement and regular review, recommended for long-term contracts

6. Third-Party Management: Provisions for managing external suppliers, needed when subcontractors are involved

7. Custom Development: Terms for any custom solutions or integrations, applicable when service includes development work

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

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

3. Schedule 3 - Incident Management Procedures: Step-by-step procedures for incident handling and escalation

4. Schedule 4 - Contact Matrix: Contact details for key personnel and escalation points

5. Schedule 5 - Technical Environment: Description of the supported technical environment and systems

6. Appendix A - Incident Report Template: Standard template for incident reporting

7. Appendix B - Performance Report Template: Template for regular service performance reporting

8. Appendix C - Root Cause Analysis Template: Template for detailed incident investigation and analysis