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1. Disaster Recovery: Detailed procedures for service recovery in case of major incidents, used for critical services

2. Change Management: Procedures for implementing service changes, included when frequent updates are expected

3. Training and Documentation: Requirements for providing training and documentation, relevant for complex platforms

4. Third-Party Dependencies: Management of third-party services integration, needed when platform relies on external services

5. Custom Development: Terms for custom features or modifications, included when platform customization is offered

6. Data Migration: Procedures for data migration and handling, relevant when data transfer is part of the service

7. Multi-Tenant Services: Specific provisions for shared infrastructure, used in multi-tenant platforms

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of all service level measurements and calculations

2. Schedule 2 - Support Procedures: Detailed support processes, contact information, and escalation procedures

3. Schedule 3 - Security Standards: Specific security requirements, certifications, and compliance standards

4. Schedule 4 - Pricing and Service Credits: Detailed pricing structure and service credit calculations

5. Schedule 5 - Technical Requirements: Platform technical specifications and minimum requirements

6. Appendix A - Incident Classification: Categories and definitions of various incident types and their severity levels

7. Appendix B - Report ������Ƶ: Standard templates for service level reporting and incident reports