������Ƶ

1. Business Continuity: Procedures for maintaining service during major disruptions, included when the client requires specific disaster recovery provisions

2. Security Requirements: Specific security protocols and compliance requirements, included when handling sensitive data or systems

3. Knowledge Management: Processes for maintaining and sharing problem resolution knowledge, included for complex technical environments

4. Training and Skill Requirements: Specific requirements for staff training and certification, included when specialized skills are required

5. Integration with Other Services: Procedures for coordinating with other service providers or internal teams, included in complex service environments

6. Continuous Improvement: Processes for ongoing service improvement, included when long-term service optimization is required

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

2. Schedule B - Problem Management Procedures: Step-by-step procedures for problem management processes

3. Schedule C - Escalation Matrix: Contact details and escalation procedures for different severity levels

4. Schedule D - Pricing and Penalties: Fee structure and service credit calculations for missed SLAs

5. Schedule E - Tools and Technologies: List of approved tools and technologies for problem management

6. Appendix 1 - Report ������Ƶ: Standard templates for various reports required under the agreement

7. Appendix 2 - Problem Record Template: Standard template for documenting problems and their resolution