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1. Disaster Recovery: Details disaster recovery procedures and commitments, used when specific disaster recovery services are part of the agreement

2. Data Management: Specifies data handling, backup, and recovery procedures, included when the service involves significant data management

3. Security Requirements: Defines security standards and requirements, needed when security is a critical aspect of the service

4. Change Management: Outlines procedures for implementing changes to the service, included for complex services requiring formal change management

5. Customer Obligations: Specifies customer responsibilities and requirements, included when customer actions significantly impact service delivery

6. Service Improvement Plan: Describes processes for continuous service improvement, useful for long-term or high-value agreements

7. Multi-location Services: Addresses service delivery across multiple locations, included when services span different geographic locations

1. Schedule 1 - Technical Specifications: Detailed technical specifications of the services and systems covered

2. Schedule 2 - Service Level Metrics: Detailed breakdown of all service level metrics, calculation methods, and measurement procedures

3. Schedule 3 - Pricing and Service Credits: Detailed pricing structure and service credit calculations

4. Schedule 4 - Support Procedures: Detailed support procedures, escalation paths, and contact information

5. Schedule 5 - Incident Categories: Classification and definitions of different types of incidents and their priority levels

6. Appendix A - Service Monitoring Tools: Description of tools and systems used for service monitoring

7. Appendix B - Report Templates: Templates for regular service level reports and performance monitoring

8. Appendix C - Maintenance Windows: Scheduled maintenance windows and notification procedures