¶¶Òõ¶ÌÊÓƵ

1. Change Management: Process for requesting and implementing changes to service levels or specifications - include for complex services or when frequent changes are expected

2. Security Requirements: Specific security standards and compliance requirements - include when handling sensitive data or for regulated industries

3. Disaster Recovery: Detailed disaster recovery and business continuity procedures - include for critical systems or when required by regulation

4. Customer Obligations: Specific responsibilities of the customer - include when customer actions can impact service levels

5. Third-Party Dependencies: Management of third-party service providers - include when service delivery involves multiple vendors

6. Data Management: Data handling, backup, and retention policies - include when significant data processing is involved

1. Schedule A - Service Level Specifications: Detailed technical specifications of service levels, including exact uptime percentages and calculation methods

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

3. Schedule C - Support Services: Details of support levels, contact information, and escalation procedures

4. Schedule D - Technical Requirements: Technical specifications of the server infrastructure and monitoring systems

5. Schedule E - Incident Severity Levels: Detailed definitions and examples of different incident severity levels

6. Appendix 1 - Report Templates: Templates for various reports required under the SLA

7. Appendix 2 - Contact Matrix: List of key contacts and escalation paths for both parties