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1. Regulatory Compliance: Specific compliance requirements for regulated industries such as financial services or healthcare

2. Business Continuity: Additional provisions for ensuring service continuity during disasters or major incidents

3. Security Requirements: Detailed security protocols and requirements, particularly relevant for sensitive data handling

4. Third-Party Management: Provisions for managing subcontractors or third-party service providers

5. Innovation and Continuous Improvement: Framework for service improvement and technological advancement

6. Knowledge Management: Procedures for maintaining and transferring knowledge about recurring problems

7. Transition Services: Provisions for service transition at the start or end of the agreement

1. Schedule A - Service Level Metrics: Detailed breakdown of all service level targets, measurement methods, and calculations

2. Schedule B - Pricing and Commercial Terms: Detailed fee structure, including any variable charges and penalty calculations

3. Schedule C - Technical Requirements: Specific technical requirements and standards for problem management

4. Schedule D - Operational Procedures: Detailed operational procedures, including contact details and escalation matrices

5. Schedule E - Report Templates: Standard templates for various service reports and reviews

6. Appendix 1 - Problem Categories: Classification and prioritization matrix for different types of problems

7. Appendix 2 - Tools and Systems: List of approved tools and systems used in problem management

8. Appendix 3 - Key Personnel: Details of key personnel and their roles in service delivery