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1. Transition Services: Include when there's a transition from another provider or when complex setup is required

2. Disaster Recovery: Include for critical service desk operations requiring business continuity planning

3. Multi-language Support: Include when service desk needs to support multiple languages

4. Knowledge Base Management: Include when provider is responsible for maintaining knowledge base

5. Special Compliance Requirements: Include for industries with specific regulatory requirements (e.g., healthcare, finance)

6. Training and Skill Requirements: Include when specific training or certification requirements exist for service desk staff

1. Schedule A - Service Level Metrics: Detailed breakdown of all SLA metrics, calculation methods, and measurement periods

2. Schedule B - Pricing and Commercial Terms: Detailed pricing structure, payment terms, and service credit calculations

3. Schedule C - Operational Procedures Manual: Detailed procedures for incident management, escalation, and daily operations

4. Schedule D - Contact Matrix: List of key contacts, escalation hierarchy, and communication protocols

5. Schedule E - Technical Requirements: Technical specifications, system requirements, and integration details

6. Appendix 1 - Report Templates: Standard templates for various service reports and performance dashboards

7. Appendix 2 - Security Protocols: Detailed security procedures and compliance requirements

8. Appendix 3 - Service Desk Scripts: Standard scripts and responses for common service desk scenarios