1. Data Protection and Security: Required if P1 incidents may involve personal data or sensitive information

2. Business Continuity: Optional section for defining backup systems and continuity procedures

3. Root Cause Analysis: Optional detailed requirements for post-incident investigation and reporting

4. Customer Obligations: Include if specific customer responsibilities need to be defined

5. Third-Party Dependencies: Required if service delivery involves third-party providers

6. Regulatory Compliance: Required for regulated industries or when handling sensitive data

7. Insurance Requirements: Optional section specifying required insurance coverage

1. Schedule 1 - Service Level Metrics: Detailed metrics and calculations for measuring SLA performance

2. Schedule 2 - Escalation Matrix: Contact details and responsibilities for each escalation level

3. Schedule 3 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

4. Schedule 4 - Incident Report Template: Standard template for P1 incident reporting

5. Schedule 5 - Technical Systems Overview: Description of systems covered by the P1 incident SLA

6. Appendix A - Communication Protocols: Detailed communication procedures and contact information

7. Appendix B - Root Cause Analysis Template: Standard template for root cause analysis reports