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1. Business Continuity: Procedures for maintaining service during major incidents or disasters. Include when the service is business-critical

2. Security Requirements: Specific security measures and compliance requirements. Include for services handling sensitive data

3. Training and Knowledge Transfer: Requirements for training customer staff. Include when the service requires significant customer involvement

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

5. Customer Obligations: Specific responsibilities of the customer. Include when customer action is required for effective service delivery

6. Compliance with Shariah: Specific provisions ensuring compliance with Islamic law principles. Include when explicitly required by parties

1. Schedule 1 - Service Level Targets: Detailed tables of response and resolution times for each defect category

2. Schedule 2 - Defect Priority Matrix: Matrix defining how defect priority is determined based on impact and urgency

3. Schedule 3 - Contact Details and Escalation Path: Contact information for key personnel and escalation hierarchy

4. Schedule 4 - Reporting Templates: Standard formats for performance reports and incident logs

5. Schedule 5 - Penalty Calculations: Detailed methodology for calculating penalties for missed SLA targets

6. Appendix A - Technical Environment: Description of the technical environment covered by the SLA

7. Appendix B - Incident Management Procedures: Detailed procedures for handling and resolving different types of defects