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1. Data Protection: Required when personal data processing is involved, detailing GDPR compliance measures

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

3. Disaster Recovery: Specific procedures for disaster recovery when required by the nature of the service

4. Customer Obligations: Specific section on customer responsibilities when significant customer cooperation is required

5. Change Management: Detailed change management procedures for complex technical environments

6. Service Credits Cap: Specific limitations on service credits when needed for high-value contracts

7. Business Continuity: Required for critical services requiring detailed continuity planning

1. Schedule 1 - Service Description: Detailed technical specification of the services covered by the SLA

2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methodologies for availability calculations

3. Schedule 3 - Service Credit Calculations: Detailed tables and calculations for service credit determination

4. Schedule 4 - Technical Support Services: Support level definitions, contact details, and escalation procedures

5. Schedule 5 - Incident Priority Levels: Definition of incident priority levels and associated response times

6. Schedule 6 - Reporting Requirements: Templates and specifications for regular service level reports

7. Schedule 7 - Contact Details: Key contacts and escalation paths for both parties

8. Appendix A - Technical Architecture: Overview of the technical infrastructure supporting the service

9. Appendix B - Change Request Template: Standard template for requesting and documenting service changes