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

2. Security Requirements: Detailed security obligations and standards, recommended when handling sensitive data

3. Data Protection: Specific provisions for data handling and protection, necessary when personal data is involved

4. Professional Services: Additional provisions for professional services beyond basic support, used when consulting or implementation services are included

5. Change Management: Procedures for managing changes to services or service levels, recommended for complex service arrangements

6. Business Continuity: Specific provisions for ensuring business continuity, recommended for mission-critical services

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of all service level metrics and measurement methodologies

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

3. Schedule 3 - Technical Support Services: Detailed description of support levels, response times, and escalation procedures

4. Schedule 4 - Service Availability Windows: Detailed specification of service windows, maintenance periods, and blackout dates

5. Schedule 5 - Contact Details and Escalation Matrix: Contact information for key personnel and escalation procedures

6. Appendix A - Technical Architecture: Overview of technical architecture and components covered by the SLA

7. Appendix B - Incident Classification Matrix: Criteria for classifying incidents and corresponding response requirements