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1. Data Protection: GDPR compliance measures and data processing terms - required if personal data is processed

2. Disaster Recovery: Special procedures and modified SLAs during disaster recovery scenarios

3. Security Requirements: Specific security measures and compliance requirements - needed for sensitive operations

4. Change Management: Procedures for managing changes to services or SLA terms - recommended for complex service arrangements

5. Customer Obligations: Specific customer responsibilities - important when service delivery depends on customer actions

6. Escalation Procedures: Detailed escalation paths - recommended for high-priority services

7. Business Continuity: Business continuity provisions - important for critical services

8. Subcontractors: Terms governing use of subcontractors - needed if subcontractors are involved in service delivery

1. Schedule 1 - Service Definitions: Detailed technical specifications of services covered by the SLA

2. Schedule 2 - Service Level Metrics: Detailed measurement methodologies and KPIs for the 4-hour SLA

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

4. Schedule 4 - Incident Priority Matrix: Classification of incidents and corresponding response requirements

5. Schedule 5 - Contact Details: Key contacts and escalation points for both parties

6. Schedule 6 - Technical Requirements: Technical specifications and requirements for service delivery

7. Appendix A - Incident Report Template: Standard template for reporting and tracking incidents

8. Appendix B - Service Review Meeting Agenda: Template for regular service review meetings