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1. Disaster Recovery Commitments: Include when specific disaster recovery requirements are needed beyond standard availability

2. Security Requirements: Include when specific security standards or certifications must be maintained

3. Performance Metrics: Include when specific performance metrics beyond availability are required (e.g., response time, throughput)

4. Change Management: Include when formal change management procedures need to be defined

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

6. Multi-tenant Considerations: Include for shared infrastructure or multi-tenant applications

7. Data Management: Include when specific data handling, backup, or retention requirements exist

1. Schedule A - Service Level Specifications: Detailed technical specifications of availability measurements and calculations

2. Schedule B - Service Credit Calculation: Detailed formulas and examples for calculating service credits

3. Schedule C - Support Procedures: Detailed support processes, escalation procedures, and contact information

4. Schedule D - Technical Requirements: Technical specifications and requirements for the application

5. Schedule E - Service Level Report Template: Template for regular service level reporting

6. Appendix 1 - Incident Severity Definitions: Detailed definitions of incident severity levels and examples

7. Appendix 2 - Maintenance Window Specifications: Scheduled maintenance windows and procedures