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1. Data Protection: Required if incident management involves personal data processing, ensuring compliance with FADP

2. Security Requirements: Added for high-security environments or financial sector clients

3. Business Continuity: Include for critical services requiring disaster recovery provisions

4. Regulatory Compliance: Required for regulated industries like financial services or healthcare

5. Third-Party Service Providers: Include if subcontractors are involved in incident resolution

6. Insurance Requirements: Add for high-value or high-risk services

7. Change Management: Include if regular updates to SLA metrics or processes are anticipated

1. Schedule 1 - Incident Categories and Response Times: Detailed matrix of incident categories, priority levels, and corresponding response/resolution times

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

3. Schedule 3 - Incident Management Procedures: Detailed technical procedures for incident handling and escalation

4. Schedule 4 - Contact Details and Escalation Matrix: Contact information for key personnel and escalation procedures

5. Schedule 5 - Report Templates: Standard formats for incident reports and SLA performance reports

6. Schedule 6 - Technical Environment: Description of systems and services covered by the SLA

7. Appendix A - Incident Report Form: Standard form for reporting incidents

8. Appendix B - Performance Calculation Examples: Examples illustrating SLA calculation methods