1. Data Protection: Specific provisions for handling personal data during downtime events, required when the service processes personal data

2. Security Requirements: Additional security measures and compliance requirements, needed for services with specific security sensitivities

3. Business Continuity: Detailed disaster recovery and business continuity procedures, recommended for critical services

4. Third-Party Dependencies: Management of third-party service providers and their impact on service levels, needed when external dependencies exist

5. Customer Obligations: Specific customer responsibilities that affect service levels, important for services requiring customer cooperation

6. Performance Optimization: Procedures for ongoing service optimization and improvement, useful for long-term contracts

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service level measurements and calculations

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

3. Schedule 3 - Incident Priority Matrix: Classification of incidents and corresponding response time requirements

4. Schedule 4 - Contact Details and Escalation Procedures: List of key contacts and detailed escalation procedures

5. Schedule 5 - Technical Infrastructure: Description of technical infrastructure covered by the SLA

6. Appendix A - Incident Report Template: Standard template for reporting and documenting downtime incidents

7. Appendix B - Performance Report Template: Standard template for regular service level performance reporting