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Management Information (MI).............................................................................................. 9 Service Desk ........................................................................................................................ 9 Service Scope .................................................................................................................... 10 Guaranteed and Non-Guaranteed Resources ................................................................... 10 Performance and Availability ............................................................................................. 10 Elastic and Burstable Resources ....................................................................................... 10 Request Classification and Response ............................................................................... 10 Portal Functionality ................................................................................................................ 12 Pricing.................................................................................................................................... 13 Invoicing ............................................................................................................................. 13 Minimum Charges .............................................................................................................. 13 3