¶¶Òõ¶ÌÊÓƵ

1. Planned Maintenance: Details of scheduled maintenance windows and notification procedures, used when regular maintenance is required

2. Security Requirements: Specific security measures and compliance requirements, included for services handling sensitive data

3. Disaster Recovery: Recovery procedures and alternate service arrangements, included for critical services

4. Data Protection: Specific data handling and protection measures, required when personal data is processed

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

6. Third-Party Dependencies: Management of external service dependencies, included when third-party services are involved

7. Training and Support: Additional training and support services, included for complex service offerings

1. Schedule 1 - Service Definitions: Detailed technical specifications of services and support levels

2. Schedule 2 - Service Level Metrics: Specific performance metrics, measurement methods, and reporting formats

3. Schedule 3 - Escalation Matrix: Contact details and escalation procedures for different incident levels

4. Schedule 4 - Price and Payment Schedule: Service fees, payment terms, and service credit calculations

5. Schedule 5 - Technical Requirements: Technical specifications and requirements for service delivery

6. Appendix A - Incident Priority Definitions: Criteria for categorizing incident priorities and associated response times

7. Appendix B - Report Templates: Standard formats for service level reporting and incident documentation