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1. Business Continuity: Procedures for maintaining service levels during disruptions, recommended for critical services

2. Security Requirements: Security standards and response times for security-related incidents, necessary for handling sensitive data

3. Customer Obligations: Customer responsibilities that affect response times, important for complex service relationships

4. Subcontractor Management: Rules for subcontractor involvement in service delivery, needed when subcontractors are used

5. Change Management: Procedures for modifying response time commitments, useful for long-term agreements

6. Service Credits: Financial compensation system for missed targets, optional alternative to direct penalties

1. Schedule A - Service Level Metrics: Detailed breakdown of response time targets, measurement methods, and calculations

2. Schedule B - Priority Levels: Definition of incident/request priority levels and their corresponding response times

3. Schedule C - Reporting Templates: Standard formats for performance reports and tracking documents

4. Schedule D - Contact Matrix: List of key contacts and escalation paths for different types of incidents

5. Schedule E - Service Hours: Detailed service coverage hours and holiday schedules

6. Appendix 1 - Technical Requirements: Technical specifications and systems used for measuring response times

7. Appendix 2 - Penalty Calculations: Detailed formulas and examples for calculating penalties or service credits