1. Change Management: Procedures for making changes to service specifications or SLA terms - include for complex technical services

2. Disaster Recovery: Specific procedures and guarantees for service recovery - include for critical systems

3. Security Requirements: Specific security standards and compliance requirements - include for services handling sensitive data

4. Data Management: Data handling, backup, and retention policies - include when service involves significant data processing

5. Performance Optimization: Procedures for ongoing service optimization - include for performance-critical services

6. Customer Obligations: Specific customer responsibilities - include when service requires significant customer cooperation

1. Schedule 1 - Technical Specifications: Detailed technical specifications of the service infrastructure and components

2. Schedule 2 - Service Level Metrics: Detailed breakdown of service level metrics, measurement methods, and thresholds

3. Schedule 3 - Fee Schedule: Pricing details and service credit calculations

4. Schedule 4 - Support Procedures: Detailed support procedures, escalation paths, and contact information

5. Appendix A - Incident Priority Definitions: Definitions and examples of different incident priority levels

6. Appendix B - Report Templates: Templates for regular service level reports and incident reports