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1. Disaster Recovery: Additional provisions for service continuity during disasters, used when critical services are involved

2. Data Protection: Specific data handling and privacy requirements, included when personal or sensitive data is processed

3. Security Requirements: Detailed security protocols and requirements, needed for services involving sensitive systems or data

4. Transition Services: Procedures for service transition at contract end, included for complex service arrangements

5. Multi-location Services: Special provisions for services delivered across multiple locations, used when applicable

6. Third-Party Dependencies: Management of third-party service providers, included when subcontractors are involved

1. Schedule A - Service Specifications: Detailed technical specifications of services covered under the 4-hour SLA

2. Schedule B - Service Level Calculations: Detailed methodology for calculating service levels and response times

3. Schedule C - Price Schedule: Pricing details, including service credits calculation formulas

4. Schedule D - Contact Matrix: Contact details for key personnel and escalation points

5. Schedule E - Incident Priority Matrix: Detailed criteria for classifying incident priorities

6. Appendix 1 - Service Request ������Ƶ: Standard forms and templates for service requests

7. Appendix 2 - Report ������Ƶ: Standard formats for service level reports and performance monitoring