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1. Data Protection: Required when personal data processing is involved, addressing GDPR requirements

2. Business Continuity: Include when service requires disaster recovery or business continuity provisions

3. Security Requirements: Add for services involving sensitive data or systems

4. Customer Obligations: Include when customer has specific responsibilities to enable service delivery

5. Third-Party Dependencies: Required when service delivery depends on third-party providers

6. Change Management: Include when service levels may need adjustment over time

7. Continuous Improvement: Add for long-term contracts requiring service improvement targets

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

2. Schedule 2 - Service Level Metrics: Detailed response and resolution time targets with calculation methods

3. Schedule 3 - Priority Matrix: Detailed criteria for priority level classification

4. Schedule 4 - Service Credit Calculations: Detailed formulas and examples for service credit calculation

5. Schedule 5 - Reporting Templates: Standard formats for service level reporting

6. Schedule 6 - Contact Details: Key contacts and escalation paths for both parties

7. Schedule 7 - Technical Requirements: Technical specifications and requirements for service delivery

8. Appendix A - Incident Management Process: Detailed process flows for incident handling

9. Appendix B - Service Level Exceptions: Documented exceptions to standard service levels