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1. Data Protection and Security: Specific security measures and data protection commitments, required if personal data is processed

2. Disaster Recovery: Detailed recovery procedures and commitments, recommended for critical systems

3. Customer Obligations: Customer responsibilities and prerequisites, important when service levels depend on customer actions

4. Change Management: Procedures for implementing system changes, recommended for complex systems

5. Service Level Reviews: Periodic review and adjustment of service levels, useful for long-term agreements

6. Multi-vendor Management: Procedures for managing multiple service providers, needed when multiple vendors are involved

7. Compensation Review: Mechanisms for reviewing and adjusting service credits, useful for long-term agreements

1. Technical Specifications: Detailed technical specifications of the systems covered by the SLA

2. Service Level Calculations: Detailed formulas and methodologies for calculating service level achievements

3. Incident Priority Matrix: Classification of incidents and corresponding response times

4. Contact Details and Escalation Procedures: Contact information and escalation paths for both parties

5. Service Credit Calculation Examples: Examples illustrating how service credits are calculated in different scenarios

6. Monitoring Tools and Procedures: Technical details of monitoring tools and procedures

7. Planned Maintenance Schedule: Schedule of planned maintenance windows and procedures