tiktok���˰�

1. Continuous Improvement: Procedures for ongoing service improvement and defect prevention - include when dealing with long-term strategic partnerships

2. Disaster Recovery: Specific procedures for managing defects during disaster scenarios - include for critical systems

3. Security Requirements: Special security procedures for defect management - include when handling sensitive data

4. Third-Party Dependencies: Management of defects involving third-party components - include when multiple vendors are involved

5. Training and Knowledge Transfer: Requirements for training support staff - include for complex systems or when client staff need specific training

6. Transition Services: Procedures for transitioning defect management to/from other providers - include when provider changes are anticipated

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level metrics, targets, and measurement methods

2. Schedule 2 - Defect Priority Matrix: Detailed matrix defining defect priorities and associated response/resolution times

3. Schedule 3 - Escalation Procedures: Detailed escalation paths and contact information for different types of defects

4. Schedule 4 - Rate Card: Pricing for additional services outside the standard SLA scope

5. Schedule 5 - Technical Environment: Description of the technical environment covered by the SLA

6. Appendix A - Incident Report Template: Standard template for reporting defects

7. Appendix B - Service Credit Calculation: Detailed methodology for calculating service credits and penalties