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1. Disaster Recovery: Specific provisions for disaster recovery procedures, used when service requires detailed recovery planning

2. Security Requirements: Detailed security obligations, included when handling sensitive data or critical systems

3. Change Management: Procedures for implementing changes to services or infrastructure, included for complex technical environments

4. Customer Obligations: Specific customer responsibilities, included when customer actions significantly impact service delivery

5. Compliance Requirements: Specific regulatory compliance obligations, included for regulated industries

6. Multi-vendor Management: Provisions for coordination with other service providers, included in complex service ecosystems

1. Schedule 1 - Service Description: Detailed technical specifications of services covered

2. Schedule 2 - Service Level Metrics: Detailed definitions and calculations of all SLA metrics

3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for service credit calculations

4. Schedule 4 - Operational Procedures: Detailed procedures for incident management, reporting, and escalation

5. Schedule 5 - Contact Details: Key contacts and escalation paths for both parties

6. Schedule 6 - Pricing and Invoicing: Service pricing details and invoicing procedures

7. Appendix A - Technical Infrastructure: Description of technical infrastructure supporting the services

8. Appendix B - Report Templates: Templates for regular service level reports