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1. Disaster Recovery: Specific provisions for disaster recovery procedures and commitments, required for critical services

2. Data Protection: Detailed GDPR compliance measures, required when personal data is processed

3. Security Requirements: Specific security standards and certifications, recommended for sensitive services

4. Change Management: Procedures for implementing service changes, recommended for complex services

5. Continuous Improvement: Mechanisms for service improvement over time, useful for long-term contracts

6. Multi-vendor Management: Provisions for managing multiple service providers, needed when services depend on multiple vendors

7. Exit Management: Detailed exit procedures and transition assistance, important for critical services

1. Schedule 1 - Service Description: Detailed technical specification of services and architecture

2. Schedule 2 - Service Level Metrics: Detailed definitions and calculations of all service level metrics

3. Schedule 3 - Service Credit Calculation: Detailed methodology for calculating service credits

4. Schedule 4 - Operational Procedures: Detailed procedures for incident management, maintenance, and reporting

5. Schedule 5 - Contact Matrix: Key contacts and escalation procedures

6. Schedule 6 - Pricing and Payments: Detailed pricing structure and payment terms

7. Appendix A - Technical Requirements: Specific technical requirements and configurations

8. Appendix B - Report Templates: Standard templates for service level reporting