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1. Business Continuity: Required for critical systems where alternative arrangements during major defects need to be specified

2. Security Requirements: Include when defect resolution involves access to sensitive systems or data

3. Third Party Contractors: Needed when external contractors may be involved in defect resolution

4. Change Management: Include for complex systems where defect fixes might require change management procedures

5. Training and Knowledge Transfer: Required when customer staff need training on defect reporting or resolution processes

6. Root Cause Analysis: Include for critical systems requiring detailed analysis of major defects

7. Disaster Recovery: Required for high-availability systems with specific recovery time objectives

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

2. Schedule 2 - Severity Level Definitions: Detailed criteria for categorizing defects by severity level

3. Schedule 3 - Contact Matrix: Contact details and escalation hierarchy for both parties

4. Schedule 4 - Reporting Templates: Standard templates for defect reporting and status updates

5. Schedule 5 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

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

7. Appendix A - Incident Report Form: Standard form for reporting defects and incidents

8. Appendix B - Resolution Process Flowchart: Visual representation of the defect resolution process