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1. Security Requirements: Specific security measures and compliance requirements, used when handling sensitive data or systems

2. Business Continuity: Provisions for maintaining service during major incidents, used for critical services

3. Third-Party Obligations: Requirements for third-party vendors or subcontractors, included when external parties are involved

4. Regulatory Compliance: Specific regulatory requirements, included for regulated industries or services

5. Data Protection: Specific data protection and privacy requirements, used when personal data is processed

6. Custom SLA Metrics: Industry-specific or customer-specific service level metrics, used for specialized services

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of all service level metrics and measurement methods

2. Schedule 2 - Incident Priority Matrix: Detailed matrix defining incident priorities and associated response requirements

3. Schedule 3 - Contact Details: List of key contacts and escalation paths for both parties

4. Schedule 4 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

5. Schedule 5 - Reporting Templates: Standard templates for various required reports

6. Appendix A - Technical Requirements: Detailed technical specifications and requirements

7. Appendix B - Incident Response Procedures: Detailed procedures for handling different types of incidents