1. Security Requirements: Used when specific security standards or certifications must be maintained

2. Disaster Recovery: Include when business continuity requirements are critical

3. Data Management: Required when service involves significant data handling or storage

4. Customer Obligations: Include when customer must meet specific requirements for SLA to apply

5. Change Management: Used when formal process for changes to service levels is needed

6. Escalation Procedures: Include for complex services requiring detailed escalation paths

1. Schedule 1 - Service Description: Detailed description of services covered by the SLA

2. Schedule 2 - Service Level Metrics: Technical definitions and calculations of uptime measurements

3. Schedule 3 - Service Credit Calculations: Detailed formula for calculating service credits

4. Schedule 4 - Technical Support Details: Support contact information and procedures

5. Schedule 5 - Incident Severity Definitions: Definitions and examples of incident severity levels

6. Appendix A - Service Level Reports: Template for uptime and performance reporting

7. Appendix B - Escalation Contacts: List of contacts and escalation procedures