High Availability SLA Template for Pakistan

1. Data Protection and Security: Detailed security requirements and data protection measures, required if personal or sensitive data is involved

2. Business Continuity: Additional provisions for ensuring business continuity, recommended for critical services

3. Force Majeure: Provisions for circumstances beyond reasonable control, optional but recommended for high-risk environments

4. Change Management: Procedures for implementing changes to services or service levels, recommended for complex technical environments

5. Third-Party Dependencies: Management of third-party service providers or dependencies, needed if external providers are involved

6. Customer Obligations: Specific customer responsibilities and prerequisites, needed if customer actions affect service delivery

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, including availability targets and calculation methods

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

3. Schedule 3 - Technical Support Services: Details of support services, including contact methods and escalation procedures

4. Schedule 4 - Pricing and Payment Terms: Financial terms, including base fees and service credit mechanisms

5. Schedule 5 - Technical Architecture: Overview of technical infrastructure and components covered by the SLA

6. Appendix A - Incident Priority Levels: Classification and definitions of different incident priority levels

7. Appendix B - Report Templates: Standard templates for service level reporting