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1. Business Hours and Time Zones: Define specific business hours and relevant time zones when response times vary between business and non-business hours

2. Escalation Procedures: Detailed procedures for escalating issues when response times are not met

3. Customer Obligations: Specific responsibilities of the customer that may affect response times

4. Training and Support: Additional provisions for training customer staff on incident reporting procedures

5. Disaster Recovery: Special provisions for response times during disaster recovery scenarios

6. Security Incidents: Special handling and response times for security-related incidents

7. Data Protection: Additional provisions when services involve handling personal or sensitive data

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of response time measurements and service level targets

2. Schedule 2 - Priority Level Definitions: Detailed criteria for categorizing incidents into different priority levels

3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

4. Schedule 4 - Reporting Templates: Standard formats for service level reports and monitoring documentation

5. Schedule 5 - Contact Details: List of key contacts and escalation points for both parties

6. Schedule 6 - Technical Requirements: Technical specifications for monitoring and measuring response times

7. Appendix A - Incident Classification Matrix: Detailed matrix for classifying incidents and their corresponding response times

8. Appendix B - Service Level History: Historical service level data and baseline metrics (if applicable)