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1. Preventive Maintenance: Details of proactive maintenance services to prevent defects, included when preventive services are part of the scope

2. Root Cause Analysis: Procedures for conducting root cause analysis of major defects, included for critical systems

3. Knowledge Transfer: Requirements for documentation and knowledge sharing, included when client requires detailed knowledge retention

4. Security Requirements: Specific security protocols for handling sensitive data, included for systems with high security requirements

5. Disaster Recovery: Procedures for handling major system failures, included for business-critical applications

6. Training and Support: Additional training and support services, included when ongoing training is part of the service

7. Third-Party Integration: Procedures for handling defects related to third-party integrations, included when multiple vendors are involved

1. Schedule A - Service Level Targets: Detailed metrics and targets for each service level category

2. Schedule B - Severity Level Definitions: Detailed criteria for classifying defect severity levels

3. Schedule C - Fee Schedule: Pricing structure and service credit calculations

4. Schedule D - Contact Matrix: Contact information for key personnel and escalation paths

5. Schedule E - Technical Environment: Description of the technical environment covered by the SLA

6. Appendix 1 - Incident Report Template: Standard template for reporting defects

7. Appendix 2 - Performance Report Template: Standard template for monthly/quarterly performance reports