1. Disaster Recovery: Specific provisions for disaster recovery procedures and commitments, required for critical services

2. Security Requirements: Detailed security obligations and standards, necessary for handling sensitive data

3. Data Protection: Specific data handling and privacy requirements, required when personal data is involved

4. Change Management: Procedures for implementing service changes, necessary for complex technical environments

5. Transition Services: Provisions for service transition at start and end of agreement, needed for complex service arrangements

6. Professional Services: Additional professional services provisions, needed when consulting or implementation services are included

7. Hardware Requirements: Specific hardware provisions, necessary when physical infrastructure is part of the service

1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered

2. Schedule 2 - Service Level Metrics: Detailed metrics, calculations, and thresholds for each service level

3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations

4. Schedule 4 - Support Services: Support procedures, escalation paths, and contact details

5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery

6. Schedule 6 - Reporting Templates: Standard formats for service level reporting

7. Appendix A - Incident Categories: Classification and definitions of different incident types

8. Appendix B - Service Level Measurement Tools: Description of tools and systems used for SLA measurement