1. Major Incident Procedure: Special procedures for handling major incidents affecting multiple systems or users - recommended for enterprise clients

2. Business Continuity: Procedures for maintaining service during major disruptions - important for critical services

3. Security Incident Management: Specific procedures for handling security-related incidents - recommended for services handling sensitive data

4. Third Party Coordination: Procedures for coordinating with third-party vendors - needed when multiple service providers are involved

5. Premium Support Services: Additional support services available at extra cost - optional enhanced service offerings

6. Change Management: Procedures for handling changes that might affect incident management - recommended for complex technical environments

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level targets and measurement methods

2. Schedule 2 - Priority Matrix: Detailed criteria for determining incident priority levels

3. Schedule 3 - Contact Details: Contact information for key personnel and escalation points

4. Schedule 4 - Service Credits Calculation: Detailed methodology for calculating service credits

5. Schedule 5 - Incident Management Process: Detailed workflow diagrams and procedures for incident management

6. Appendix A - Incident Report Template: Standard template for incident reporting

7. Appendix B - Systems and Services Covered: Detailed list of systems and services covered by the SLA