Service Availability SLA Template for Pakistan

1. Disaster Recovery: Required when the service is business-critical, outlining procedures for service restoration after major incidents

2. Security Requirements: Needed when handling sensitive data or providing critical infrastructure services

3. Change Management: Include when the service may require significant modifications during the contract term

4. Customer Obligations: Required when customer must provide specific resources or meet certain conditions

5. Data Protection: Essential when personal or sensitive data is processed as part of the service

6. Subcontractors: Include when service provider may need to engage third parties

7. Insurance Requirements: Relevant for high-value or high-risk services

1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels, including precise measurements and thresholds

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

3. Schedule 3 - Reporting Templates: Standard formats for regular service level reports

4. Schedule 4 - Escalation Matrix: Contact details and procedures for different levels of issue escalation

5. Schedule 5 - Technical Requirements: Detailed technical specifications and requirements for service delivery

6. Appendix A - Service Monitoring Tools: Description of tools and systems used for service monitoring

7. Appendix B - Incident Classification: Categorization of different types of service incidents and response times