1. Business Continuity: Provisions for maintaining service levels during disruptions, used when service is business-critical

2. Security Requirements: Specific security standards and procedures, included when handling sensitive data

3. Compliance Requirements: Industry-specific compliance obligations, included for regulated industries

4. Customer Obligations: Specific customer responsibilities, included when customer action is required for service delivery

5. Third-Party Dependencies: Management of external dependencies, included when third-party services affect resolution times

6. Continuous Improvement: Processes for regular service level review and enhancement, included for long-term contracts

7. Training and Support: Additional training and support provisions, included when complex systems are involved

1. Schedule A - Service Level Metrics Detail: Detailed breakdown of all service level metrics, calculation methods, and measurement periods

2. Schedule B - Resolution Time Matrix: Comprehensive matrix of resolution times for different issue types and priority levels

3. Schedule C - Escalation Procedures: Detailed escalation paths, contact information, and response time commitments

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

5. Schedule E - Technical Support Procedures: Specific procedures for requesting and receiving technical support

6. Appendix 1 - Incident Report Template: Standard template for reporting and documenting incidents

7. Appendix 2 - Performance Report Template: Standard template for regular service level performance reporting