Production Support SLA Template for Pakistan

1. Disaster Recovery: Specific procedures for service continuity in case of major disruptions - include when disaster recovery is a critical requirement

2. Personnel Requirements: Specific staffing, qualification, and security clearance requirements - include when special expertise or security clearance is needed

3. Intellectual Property Rights: Specific IP provisions for custom developments or modifications - include when development work is part of support

4. Security Requirements: Detailed security protocols and compliance requirements - include for high-security environments

5. Transition Services: Procedures for service transition at start and end of contract - include for complex system support

6. Multi-location Services: Specific provisions for support across multiple locations - include when services span multiple sites

7. Hardware Support: Specific provisions for hardware maintenance - include when physical infrastructure support is needed

1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, metrics, and measurement methods

2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, rates, and payment terms

3. Schedule 3 - Escalation Matrix: Contact details and procedures for different levels of issue escalation

4. Schedule 4 - Support Hours and Coverage: Detailed specification of support hours, holidays, and coverage arrangements

5. Schedule 5 - Service Credits and Penalties: Calculation methods and terms for service credits and penalties

6. Schedule 6 - Technical Environment: Description of supported systems, applications, and technical environment

7. Appendix A - Incident Priority Definitions: Definitions and response requirements for different incident priority levels

8. Appendix B - Report Templates: Standard templates for various service reports and documentation