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1. Data Protection Provisions: Required when the service involves processing of personal data, including GDPR compliance measures

2. Security Requirements: Detailed security requirements and standards, necessary for services handling sensitive data or critical infrastructure

3. Customer Obligations: Specific responsibilities of the customer needed to ensure service availability, included when customer cooperation is crucial

4. Disaster Recovery: Specific provisions for service continuity in disaster scenarios, important for critical services

5. Service Upgrades and Modifications: Procedures for implementing service changes and upgrades, relevant for evolving technical services

6. Multi-tenant Service Provisions: Special provisions for shared service environments, needed when service is delivered via shared infrastructure

1. Schedule 1 - Service Description: Detailed technical description of the service components covered by availability commitments

2. Schedule 2 - Service Level Metrics: Detailed definitions and calculations of all service level metrics

3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

4. Schedule 4 - Monitoring and Reporting: Technical specifications for service monitoring and reporting tools

5. Schedule 5 - Escalation Procedures: Contact details and procedures for different levels of service issues

6. Appendix A - Service Availability Dashboard: Sample screenshots and explanation of service availability monitoring dashboard

7. Appendix B - Incident Classification Matrix: Matrix defining different types of service incidents and their severity levels