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1. Business Continuity and Disaster Recovery: Detailed procedures for maintaining service during emergencies, used for critical services

2. Security Requirements: Specific security measures and compliance requirements, included when handling sensitive data

3. Customer Obligations: Specific responsibilities of the customer, included when customer action is required for service delivery

4. Change Management: Procedures for implementing changes to the service, included for complex technical services

5. Escalation Procedures: Detailed escalation paths for serious issues, included for high-priority services

6. Service Implementation: Details of service setup and implementation phase, included for new service relationships

1. Schedule 1: Technical Specifications: Detailed technical specifications of the service, including infrastructure details

2. Schedule 2: Service Level Calculations: Detailed methodology for calculating uptime and service credits

3. Schedule 3: Contact Details: List of key contacts and escalation points for both parties

4. Schedule 4: Reporting Templates: Standard formats for service level reports and performance metrics

5. Schedule 5: Pricing and Service Credits: Detailed pricing structure and service credit calculations

6. Appendix A: Maintenance Windows: Scheduled maintenance periods and notification requirements

7. Appendix B: Service Level Exceptions: Comprehensive list of exclusions and force majeure events