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1. Data Protection and Security: Required when personal data processing is involved, including GDPR compliance measures

2. Disaster Recovery: Include when service requires specific disaster recovery procedures and guarantees

3. Customer Obligations: Include when customer has specific responsibilities that affect service levels

4. Service Credits Cap: Include when there's a need to limit the total amount of service credits in any given period

5. Continuous Improvement: Include when parties want to establish processes for regular service level improvements

6. Multi-location Services: Required when services are provided across multiple geographical locations

7. Third-Party Dependencies: Include when service delivery depends on third-party services or infrastructure

1. Schedule 1 - Service Description: Detailed technical specifications of the services covered by the SLA

2. Schedule 2 - Service Level Metrics: Detailed metrics, formulas, and measurement methodologies for the 99.99% uptime calculation

3. Schedule 3 - Service Credit Calculations: Detailed breakdown of service credit calculations and examples

4. Schedule 4 - Technical Support Details: Support levels, contact procedures, and escalation matrices

5. Schedule 5 - Incident Categories: Classification of incidents and corresponding response times

6. Appendix A - Contact Information: Key contacts for both parties, including technical and management escalation paths

7. Appendix B - Reporting Templates: Standard templates for service level reporting and incident documentation