1. Business Hours and Service Windows: Include when different service levels apply during different time periods

2. Customer Obligations: Include when customer has specific responsibilities that affect response times

3. Disaster Recovery: Include when specific response times apply during disaster scenarios

4. Security Requirements: Include when security protocols affect response times

5. Third-Party Dependencies: Include when external providers impact response times

6. Training and Support: Include when specific training or support services are part of the agreement

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of response time measurements and targets

2. Schedule 2 - Priority Level Definitions: Detailed definitions of incident priority levels and corresponding response times

3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

4. Schedule 4 - Contact Matrix: List of key contacts and escalation points for both parties

5. Schedule 5 - Service Hours Matrix: Detailed breakdown of service hours and applicable response times

6. Appendix A - Incident Report Template: Standard template for reporting response time violations

7. Appendix B - Performance Report Template: Standard template for monthly/quarterly performance reports