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1. Disaster Recovery: Specific procedures for service continuity in case of major incidents, used for critical ticket systems

2. Integration Services: Details of integration with customer's existing systems, included when custom integration is required

3. Training Services: Training provisions for customer's staff, included when training is part of the service package

4. Custom Development: Terms for custom features or modifications, included when customization is part of the agreement

5. Multi-language Support: Provisions for support in multiple languages, included for international service delivery

6. Security Requirements: Additional security measures beyond standard provisions, included for high-security environments

7. Transition Services: Process for transitioning from existing systems, included when migration services are required

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level targets and measurements

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

3. Schedule 3 - Technical Requirements: Technical specifications and system requirements

4. Schedule 4 - Support Procedures: Detailed support processes and escalation procedures

5. Schedule 5 - Data Processing Agreement: Detailed GDPR-compliant data processing terms

6. Appendix A - Contact Information: List of key contacts and escalation points for both parties

7. Appendix B - Report Templates: Templates for regular service level reporting

8. Appendix C - Incident Categories: Classification and definition of different ticket types and priority levels