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1. Disaster Recovery: Specific procedures and commitments for disaster recovery scenarios, recommended for critical services

2. Security Requirements: Additional security measures and commitments, important for services handling sensitive data

3. Change Management: Procedures for implementing changes that might affect service levels, useful for complex technical services

4. Customer Obligations: Specific customer responsibilities that affect service levels, important when customer action is required

5. Escalation Procedures: Detailed escalation paths and contacts, recommended for high-value or critical services

6. Service Level Reviews: Periodic review procedures and adjustment mechanisms, useful for long-term agreements

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

2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

3. Schedule 3 - Support Services: Detailed description of support levels, response times, and escalation procedures

4. Schedule 4 - Technical Requirements: Technical specifications and requirements for service delivery

5. Appendix A - Incident Classification: Definitions and examples of different incident severity levels

6. Appendix B - Contact Details: List of key contacts and escalation points for both parties