Firewall SLA Template for South Africa

1. Change Management: Procedures for requesting and implementing changes to services or requirements - include when service modifications are anticipated

2. Disaster Recovery: Specific disaster recovery and business continuity procedures - include for critical infrastructure clients

3. Compliance with Industry Standards: Additional compliance requirements for specific industries (e.g., financial services, healthcare) - include when client has specific regulatory requirements

4. Multi-Site Services: Provisions for services across multiple locations - include when customer has multiple sites

5. Third-Party Integration: Requirements for integration with other security systems - include when interconnection with other systems is required

6. Training and Knowledge Transfer: Provisions for training customer personnel - include when customer requires operational knowledge

7. Exit Management: Detailed transition procedures at contract end - include for complex implementations

1. Schedule A - Technical Specifications: Detailed technical specifications of the firewall solution including hardware and software components

2. Schedule B - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting requirements

3. Schedule C - Fee Schedule: Detailed breakdown of fees, charges, and payment terms

4. Schedule D - Support Procedures: Detailed support procedures, escalation matrices, and contact information

5. Schedule E - Security Policies: Specific security policies, protocols, and compliance requirements

6. Schedule F - Change Request Forms: Standard forms and procedures for requesting service changes

7. Appendix 1 - Incident Response Plan: Detailed procedures for responding to security incidents

8. Appendix 2 - Compliance Checklist: Checklist of regulatory and compliance requirements