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1. Change Management: Procedures for requesting and implementing changes to the service or SLA terms. Include when the service scope is likely to evolve

2. Disaster Recovery: Specific procedures and commitments for service restoration after major incidents. Include for critical systems

3. Security Requirements: Special security measures and compliance requirements. Include when handling sensitive data

4. Training and Support: Details of additional training or support services. Include when complex systems are involved

5. Third-Party Dependencies: Management of external dependencies affecting service delivery. Include when third-party services are integral

6. Performance Incentives: Bonus structures for exceeding service levels. Include when positive incentives are desired

1. Schedule A - Service Level Metrics Detail: Detailed breakdown of all service level metrics, calculation methods, and measurement periods

2. Schedule B - Rate Card: Pricing details for different service levels and additional services

3. Schedule C - Contact Matrix: List of key contacts and escalation points for both parties

4. Schedule D - Technical Requirements: Detailed technical specifications and requirements

5. Schedule E - Defect Report Template: Standard format for reporting and documenting defects

6. Appendix 1 - Service Credit Calculation: Detailed methodology for calculating service credits and penalties

7. Appendix 2 - Performance Report Template: Standard format for regular service level performance reports