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1. Disaster Recovery: Specific procedures and commitments for service recovery in case of major incidents or disasters

2. Security Requirements: Additional security measures and compliance requirements beyond standard service delivery

3. Transition Services: Procedures for service transition at the start or end of the agreement

4. Customer Satisfaction: Specific metrics and processes for measuring and managing customer satisfaction

5. Innovation and Continuous Improvement: Framework for ongoing service improvements and technology updates

6. Third-Party Management: Procedures for managing and coordinating with third-party service providers

7. Data Management: Specific requirements for data handling, backup, and retention

1. Schedule 1 - Service Specifications: Detailed technical specifications of all services covered by the SLA

2. Schedule 2 - Service Level Metrics: Comprehensive list of all service level metrics, calculation methods, and measurement periods

3. Schedule 3 - Pricing and Charging: Detailed pricing structure, including base charges, variable charges, and calculation methods

4. Schedule 4 - Operational Procedures: Detailed procedures for day-to-day service operation and management

5. Schedule 5 - Contact Matrix: List of key contacts, escalation paths, and communication procedures

6. Schedule 6 - Report Templates: Standard formats for various service reports and performance measurements

7. Appendix A - Technical Environment: Description of the technical environment and infrastructure supporting the services

8. Appendix B - Service Credit Calculations: Detailed methods for calculating service credits or penalties