1. Data Protection: Specific data protection obligations - required if personal data is processed as part of the service

2. Business Continuity: Business continuity and disaster recovery provisions - recommended for critical services

3. Security Requirements: Specific security obligations and standards - needed for services handling sensitive data

4. Subcontractors: Terms governing use of subcontractors - include if service provider uses third parties

5. Multi-language Provisions: Language provisions and precedence - required if agreement is bilingual

6. Industry-Specific Compliance: Specific regulatory compliance requirements - needed for regulated industries

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of response time measurements and calculations

2. Schedule 2 - Service Credit Calculation: Detailed formulas and examples for calculating service credits

3. Schedule 3 - Contact Matrix: Contact details for key personnel, escalation paths, and communication procedures

4. Schedule 4 - Reporting Templates: Standard formats for service level reports and performance dashboards

5. Schedule 5 - Technical Requirements: Technical specifications for monitoring tools and reporting systems

6. Appendix A - Incident Priority Matrix: Detailed criteria for determining incident priority levels

7. Appendix B - Service Hours Calendar: Calendar of service hours, holidays, and maintenance windows