tiktok���˰�

1. Data Protection: Specific provisions for handling personal data in defect management, required when personal data processing is involved

2. Disaster Recovery: Procedures for maintaining service levels during disaster scenarios, recommended for critical systems

3. Security Requirements: Specific security measures and protocols, necessary when handling sensitive data or systems

4. Third-Party Dependencies: Provisions regarding third-party software or services that may impact defect resolution, needed when external dependencies exist

5. Training and Knowledge Transfer: Requirements for training support staff, relevant for complex systems or when specific expertise is required

6. Continuous Improvement: Processes for reviewing and improving service levels over time, recommended for long-term agreements

1. Schedule 1 - Service Level Metrics: Detailed tables of response times and resolution times for each defect category

2. Schedule 2 - Penalty Calculation: Detailed methodology for calculating penalties or service credits

3. Schedule 3 - Reporting Templates: Standard templates for defect reporting and performance reporting

4. Schedule 4 - Contact Matrix: List of key contacts and escalation paths for both parties

5. Schedule 5 - Technical Systems Overview: Technical description of systems covered by the SLA

6. Appendix A - Defect Report Form: Standard form for reporting defects

7. Appendix B - Root Cause Analysis Template: Template for conducting and documenting root cause analysis for major defects