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1. Disaster Recovery: Details of disaster recovery procedures and commitments, recommended for critical services

2. Security Requirements: Specific security standards and commitments, important for services handling sensitive data

3. Data Protection: GDPR and BDSG compliance measures, required when personal data is processed

4. Service Maintenance Windows: Detailed maintenance scheduling and notification procedures, useful for services requiring regular maintenance

5. Customer Obligations: Specific customer responsibilities and requirements, important when service levels depend on customer actions

6. Escalation Procedures: Detailed escalation paths and contact information, recommended for complex service arrangements

1. Service Definition: Detailed technical description of the services covered by the SLA

2. Service Level Metrics: Detailed breakdown of all service level metrics, measurement methods, and thresholds

3. Service Credit Calculations: Detailed formulas and examples for calculating service credits

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

5. Technical Requirements: Specific technical requirements and configurations needed for service delivery

6. Incident Severity Levels: Definition and classification of different incident severity levels and corresponding response times