Response SLA Template for Nigeria

1. Business Continuity: Disaster recovery and business continuity procedures, recommended for critical services

2. Data Protection: Specific data handling and protection requirements, necessary when personal data is processed

3. Security Requirements: Detailed security protocols and requirements, important for IT services

4. Third-Party Service Providers: Terms governing use of subcontractors or third-party service providers

5. Change Management: Procedures for implementing service or requirement changes

6. Training and Support: Details of any training or support services provided

7. Insurance Requirements: Specific insurance coverage requirements for high-risk services

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels and response times

2. Schedule 2 - Pricing and Service Credits: Detailed pricing structure and service credit calculations

3. Schedule 3 - Contact Matrix: Key contacts and escalation points for both parties

4. Schedule 4 - Performance Measurement Methodology: Detailed procedures for measuring and calculating service performance

5. Schedule 5 - Incident Classification Guidelines: Detailed criteria for classifying incidents by priority level

6. Schedule 6 - Report Templates: Standard templates for required service performance reports

7. Appendix A - Technical Requirements: Detailed technical specifications and requirements

8. Appendix B - Service Locations: List of locations where services are to be provided