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1. Additional Services: Details of any supplementary services outside the core uptime guarantee, used when provider offers extended support or professional services

2. Disaster Recovery: Specific procedures for major service disruptions, included when handling mission-critical services

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

4. Performance Optimization: Procedures for ongoing service optimization, included when continuous improvement is part of the service offering

5. Customer Obligations: Specific customer responsibilities beyond standard cooperation, included when service levels depend on customer actions

6. Change Management: Procedures for implementing service changes, included when frequent service updates are expected

1. Schedule A - Service Level Metrics: Detailed technical specifications of service level measurements and calculations

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

3. Schedule C - Support Procedures: Detailed support processes, escalation procedures, and contact information

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

5. Appendix 1 - Incident Response Plan: Detailed procedures for responding to service incidents and outages

6. Appendix 2 - Service Level Reports: Templates and examples of service level reporting formats