1. Disaster Recovery: Details of disaster recovery procedures and commitments, included when the service requires specific disaster recovery guarantees

2. Security Requirements: Specific security standards and requirements, included when handling sensitive data or systems

3. Customer Obligations: Customer responsibilities and requirements, included when customer actions can impact service levels

4. Change Management: Procedures for implementing changes to the service or SLA, included for complex technical environments

5. Dispute Resolution: Specific procedures for resolving disputes, included when standard legal procedures are not preferred

6. Data Privacy Compliance: Specific provisions for data protection and privacy, included when personal data is processed

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

2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics, calculation methods, and measurement periods

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

4. Schedule 4 - Escalation Procedures: Contact details and procedures for different levels of escalation

5. Schedule 5 - Technical Support Services: Details of support services, including response times and priority levels

6. Appendix A - Incident Classification: Definitions and examples of different types of incidents and their priority levels

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